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Going first
Customer Support Agent (Tier 1)
Most first-line tickets are already resolved without a human touching them.
Replacement risk
92%
Mostly gone by
2028
Runway left
2 yrs
Almost certainly replaced
The ten-question breakdown
Each factor is scored 0–100. Higher means easier to automate.
Scoring the ten factors for this job…
What you can do now
- Move to escalation and complex case handling
- Own the knowledge base and the quality of what the AI is trained on
- Learn support engineering — debugging real product issues
Where to move next
- Support engineer
- Knowledge manager
- Customer experience lead