Please follow this guideline when you need to escalate your case.
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The PT will offer the L2 suggestions or ask questions to clarify further and attempt to resolve the issue. The L2 will make the best attempts to resolve the issue with suggestions. If this does not resolve the issue the L2 can ask the PT for additional steps, when all best efforts have been exhausted, the PT will take ownership of the issue.
In case PT is not able to resolve the issue because there is a code change involved, PT should escalate and create a ticket for the Dev team to fix the issue.
Scenarios where you CAN reach out to a higher tier:
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