Lightrun for Support Engineers
Resolve customer issues without waiting for reproductions
and reduce engineering escalations using Lightrun AI SRE
Deliver rapid support at scale
Turn general customer reports into clear diagnosis so support teams can autonomously offer quick resolution.
Understand failures instantly
See the reasons behind your system behavior, what configuration was involved, and where the issue originated.
Classify issues accurately
Distinguish bugs from setup issues and get remediation steps to speed triage, reduce escalations, and cut MTTR.
Reduce engineering escalations
Get the diagnostic evidence to understand and resolve common incidents without waiting on developers.
Investigate incidents
without reproducing them
See how Lightrun AI SRE transforms support investigations and resolutions.
Lightrun AI SRE
Lightrun AI SRE
Without
Lightrun AI SRE
- 10:47 Customer reports issue
- 11:23 Support creates ticket
- 12:02 Escalates to developer
- 12:48 Developer tries to reproduce
- 15:45 Reproduction fails
- 16:18 Additional context found
- 16:45 Root cause identified
- 16:45 Sent to developer to patch
Resolution time: +6 hours
With
Lightrun AI SRE
- 10:47 Customer reports issue
- 10:49 Snapshot deployed to production
- 10:51 Customer retries failed action
- 10:52 Support identifies root cause
- 10:58 Sent to developer to patch
Time to fix: 11 minutes
The AI-driven support investigation workflow
Describe the customer issue. Lightrun AI SRE analyzes runtime behavior, proves the root cause, and validates the fix.
Customer reports analyzed with runtime context
AI SRE analyzes incoming tickets and correlates them with live system signals to understand the issue before manual investigation begins.
Issue scope and impact revealed instantly
Detect failing services and measure the percentage of users affected in real time. Teams can prioritize incidents that actually impact system reliability.
Root cause, proven without reproduction
Send engineers verified fixes with runtime evidence including logs, traces, and execution data. AI SRE monitors systems after deployment to confirm solution before customers are notified.
Fixes validated with runtime evidence
AI SRE analyzes incoming tickets and correlates them with live system signals to understand the issue before manual investigation begins.
Incident knowledge captured automatically
Lightrun AI SRE attaches RCA and runtime evidence directly to the Jira ticket so engineers receive the full investigation context for fixes and future incidents.
