CaseOps is a framework and prototype designed to help support teams improve case quality, consistency, and engineer maturity.
This phase focuses on defining the model, standardizing deliverables, and building tools for onboarding and coaching.
It’s built to teach how engineers how to learn, validate, and communicate in complex customer environments.
Onboarding for Support Engineers is can be an esoteric process, where technical and customer-facing training are not conducted in tandem. Deliverables beyond KPIs or CSATs can be vague or inconsistently defined, leaving new engineers uncertain about what success looks like.
CaseOps establishes a structured path that helps engineers stay focused, validate effectively, and communicate with confidence. It also introduces a maturity map that allows engineers to pursue professional growth intentionally, not merely as a byproduct of tenure or repetition.
- Define a multi-phase troubleshooting framework: that breaks the support process into clear, teachable stages.
- Create a case deliverables checklist to clarify what "good" looks like for each phase.
- Develop maturity milestones to help engineers self-assess and guide mentorship.
- Build templates and documentation (in Markdown or Notion) that can evolve into automation later.
- Design a tooling POCs to show how the process might be observed and monitored.
- Framework document (Markdown / PDF)
- Case Deliverables Checklist
- Engineer Maturity Milestone Map
- Sample Runbook and Validation Template
- Reflection on automation and observability ideas
| Milestone | Focus | Hours |
|---|---|---|
| M1: Discovery & Drafting | Define framework, outline principles | 20 |
| M2: Deliverables & Templates | Create case checklist + maturity map | 30 |
| M3: Tracking Prototype | Design mock-ups for relevant tools | 25 |
| M4: Documentation & Reflection | Finalize README, retrospective, presentation deck | 25 |
CaseOps is organized into modular milestone folders that capture the framework’s evolution, from concept to documentation and prototype design.
CaseOps/
├── docs/
│ ├── discovery/
│ │ ├── overview.md
│ │ ├── framework.md
│ │ └── notes.md
│ ├── templates/
│ │ ├── case_checklist.md
│ │ ├── maturity_map.md
│ │ └── feedback.md
│ ├── tools/
│ │ ├── dashboard_design_notes.md
│ │ └── feature_ideas.md
│ ├── documentation/
│ │ ├── final_reflection.md
│ │ ├── retrospective.md
│ │ └── presentation_outline.md
│ └─── resources.md
By starting with structure, CaseOps makes the troubleshooting process teachable. It’s a foundation for tools that promote clarity, validation, and confidence in every customer interaction.