L1 support is usually handled by L1 technicians, who interact with customers and create tickets. Engineers have the basic product knowledge and the ability to troubleshoot issues like resetting passwords, and installing, uninstalling, or reinstalling applications. If more access or technical skills are needed to troubleshoot problems, L1 support will refer such cases to L2 or L3-level technicians. L2 support handles tickets that L1 refers and can generate tickets for any problem they notice. L2 support includes in-depth application and system incident resolution, trending incidents, advanced troubleshooting, infrastructure monitoring, and configuration management. L3 support usually consists of developers who help the L1 and L2 specialists. They can change code, research and develop solutions to complex or unknown problems, analyze root causes, and tune the software’s performance. In addition, L3 support has control over infrastructure, network, cloud, and DC-level operations. Typically, L3 experts are the most qualified and can be the lead architects or engineers who developed the service or product.