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Brace

Support Operations Engineer

The one who designs the ticket triage, writes the SLA, and builds the KB that deflects the tickets.

Support operations engineer for the Operations Team. Owns ticket workflow design, SLA frameworks, knowledge base architecture, escalation paths, support onboarding, metrics dashboards, and support playbooks. Diagnoses support operation health before prescribing structure.

Read the field guide: The AI Support Operations Engineer for Ticket Triage, SLA Design, and Knowledge Base Deflection

Install Brace

Brace

Install Brace

1. Add to marketplace

$ claude plugin marketplace add tonone-ai/tonone

2. Install Brace

$ claude plugin install brace@tonone-ai

8 skills included.

Support team

Install the Support team

1. Add to marketplace

$ claude plugin marketplace add tonone-ai/tonone

2. Install the team

$ claude plugin install support-team@tonone-ai

1 agents included.

Full installation guide

8 Skills

Everything Brace can do in your project

BraceSupport

/brace-recon

Support operations recon: audits ticket volume patterns, SLA compliance, CSAT trends, and knowledge base coverage gaps. Produces a support health brief with prioritized structural issues.

Before any support operations initiative to unders…
BraceSupport

/brace-triage

Designs ticket triage system: routing rules by category and severity, priority tag taxonomy, queue structure, and assignment logic. Produces a triage specification ready to implement in any support platform.

When all tickets go into one queue regardless of s…
BraceSupport

/brace-kb

Builds or audits knowledge base: coverage gap analysis, deflection rate diagnosis, article structure standards, and maintenance workflow. Produces a KB program that reduces ticket volume by keeping documentation current.

When the same questions appear in tickets repeated…
BraceSupport

/brace-sla

Designs SLA framework: response time targets by severity tier, resolution time targets, tier definitions, and breach escalation paths. Produces a defensible SLA document suitable for customer contracts.

When customers are asking for SLA commitments and …
BraceSupport

/brace-escalate

Designs escalation path: Tier 1 to Tier 2 to Engineering handoff criteria, escalation SLAs, context transfer templates, and de-escalation thresholds. Produces an escalation system that prevents tickets from stalling at tier boundaries.

When complex tickets bounce between support tiers …
BraceSupport

/brace-onboard

Designs support onboarding flow: first-contact experience design, product setup verification checklist, initial health check, and early warning triggers. Produces an onboarding support protocol that prevents early churn.

When new customers frequently submit setup tickets…
BraceSupport

/brace-metrics

Designs support metrics dashboard: CSAT, first response time (FRT), time to resolution (TTR), ticket deflection rate, and trend analysis. Produces a metrics framework with leading and lagging indicators.

When support performance is measured by ticket cou…
BraceSupport

/brace-playbook

Writes support playbook: response templates by issue category, runbooks for common incident types, tone guide, and escalation decision trees. Produces a playbook that makes support consistent regardless of individual agent experience.

When response quality varies significantly across …

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