This exercise is self-directed practice, not a record of paid production ticket ownership. It tests triage under competing customer impact, urgency, scope, and technical risk.
You are the first technical support engineer covering a busy support queue. Six customers report problems during the same support window. You have limited investigation capacity, so you must identify the safest order of work and communicate expectations without inventing facts.
The initial queue is in QUEUE-001.md. The completed provisional triage is documented in QUEUE-001-triage.md, the first customer acknowledgements are in QUEUE-001-customer-updates.md, routing guidance is in QUEUE-001-escalation-matrix.md, and a polished take-home answer is in TAKE-HOME-TKT-103-storage-upload.md. The expected work is to:
- Confirm the customer-visible symptom and affected scope.
- Identify the likely failing layer without jumping to a root cause.
- Assign provisional severity and priority.
- State the next diagnostic action and the first customer update.
- Decide whether escalation is required immediately or after initial triage.
The answers should be based only on the information in the queue. Unknown scope, SLA impact, and business criticality must remain explicitly unknown until confirmed.