Support Engineer MCP Server

A vendor-agnostic MCP server for technical support engineers, providing knowledge search, ticket analysis, and resolution suggestions.

Features

• Search Knowledge Base: Find relevant articles, tickets, and guides by keyword.

• Analyze Tickets: Load ticket CSVs to get statistics and sample data.

• List Knowledge Files: Browse all available files in the knowledge base.

• Suggest Resolutions: Get recommendations based on issue descriptions (placeholder, extendable with ML).

Installation

Prerequisites

• Python 3.10 or later

• pip (usually included with Python)

1. Clone the repository

git clone https://github.com/tsabra76/support-engineer-mcp.git
cd support-engineer-mcp

2. Install dependencies

pip install -r requirements.txt

3. (Optional) Customize the knowledge base

Replace the sample files in the knowledge/ folder with your own data. The server automatically reads all .csv and .md files from that directory. You can also set the KNOWLEDGE_ROOT environment variable to point to a different location.

4. Configure your MCP client

Below are instructions for connecting the server to Claude Code (Anthropic) and OpenAI Codex CLI.

Claude Code

Edit your Claude Desktop configuration file:

• macOS: ~/Library/Application Support/Claude/claude_desktop_config.json

• Windows: %APPDATA%\Claude\claude_desktop_config.json

Add the following entry under mcpServers:

{
  "mcpServers": {
    "support-engineer": {
      "command": "python",
      "args": ["C:/path/to/support-engineer-mcp/support_mcp_server.py"],
      "env": {
        "KNOWLEDGE_ROOT": "C:/path/to/support-engineer-mcp/knowledge"
      }
    }
  }
}

Replace C:/path/to/ with the actual absolute path to your cloned repository. The KNOWLEDGE_ROOT variable is optional; if omitted, the server defaults to the knowledge/ folder inside the repository.

Restart Claude Desktop after saving the configuration.

OpenAI Codex CLI

Add an MCP server to your Codex configuration file (~/.codex/config.yaml or %USERPROFILE%\.codex\config.yaml on Windows):

mcp_servers:
  - name: support-engineer
    command: python
    args:
      - "C:/path/to/support-engineer-mcp/support_mcp_server.py"
    env:
      KNOWLEDGE_ROOT: "C:/path/to/support-engineer-mcp/knowledge"

Again, replace the paths with the actual location of your repository. After editing the file, restart your Codex session or IDE integration.

5. Verify the connection

Once connected, you should see the server's tools (search_knowledge, analyze_tickets, list_knowledge_files, suggest_resolution) available in your MCP client's tool list.

Customization

• Replace knowledge/tickets_sample.csv with your own ticket data.

• Replace knowledge/articles_sample.csv with your own knowledge articles.

• Edit knowledge/troubleshooting_guide.md to add your own troubleshooting steps.

• Override the knowledge root path with the KNOWLEDGE_ROOT environment variable.

License

MIT