So you’ve built it, now support it! Doing the gardening
summary
Company moves from a tiny co‑located team to 60 technologists across three brands and eight countries and replaces ad hoc fixes with a Slack-driven internal support queue, a small Slack bot that pins and prioritizes tickets, a data warehouse for metrics, and OpsGenie for out‑of‑hours alerts. A single US iOS bug generates 143 replies from 12 people over five hours, prompting a paid out‑of‑hours rota of five engineers, squad‑owned “gardener” rotations, and tracking change‑failure rate to justify investment and simplify hotspots.
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chapters (30)
- 0:00Introduction
- 3:50What is Bloom Wild
- 7:25Scaling
- 14:25Raised Beds
- 15:11Security Issue
- 16:45Metrics
- 19:06Support load
- 19:41Change failure rate
- 20:48Collect data
- 21:10Growing Journey
- 21:33In Hours
- 23:40Paid Out of Hours
- 25:50Major Incidents
- 27:24Peony
- 27:47Support
- 28:09Small team
- 29:22Gardener
- 30:01Advantages
- 31:00Support your systems
- 31:34Allotments
- 32:03My favorite flower
- 32:20Terry Woburn
- 33:15The Gardener breaks down
- 35:03What do we do
- 36:17A team of gardeners
- 37:14Maple autonomy
- 37:34Its all good
- 37:45New gardening years
- 38:33Summary
- 41:21Tooling
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