[dormento]

The meta has certainly shifted.

At $PREVIOUS_EMPLOYER, they prided themselves on having the best support operators, with deep technical prowess of their specific knowledge domain. Their L1 were better than some other business' L3s infrastructure specialists. This lasted for more than a decade, right until a merger with another business that also had their own human support department and certain "strategic opportunities" were identified. At first, some operations were consolidated, and some people were fired. Once the corporate machine saw the numbers, they just kept going. Nowadays, its almost full AI.