Operations
Troubleshooting & taxonomy
Flows, ticket taxonomy, escalation paths, and the quiet structure that lets technical support teams do difficult work without burning all their attention on finding the next step.
Systems
The work behind the work.
This is where the site can hold the operating systems: support ops, knowledge design, troubleshooting models, release expertise, and the structures that make technical teams better without pretending the work is simple.
System shapes
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Tooling
Internal tooling
Small tools and automations that make repeated work easier, safer, or easier to explain. Box JWT app, BQ Buddy, the Cursor-for-PS rollout.
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Leadership
Onboarding & coaching
Onboarding scaffolding for technical specialists, the SME program, the QA program, and the shared language a technical team needs before judgment can scale.
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AI
AI in support
Box Sensei, the Procedures system, the AI Agent Quick Release program, and the ZD QA pilot — the parts of support that AI actually makes better, and the parts where human judgment still needs to win.