Taking the Pain Out of Support Engineering
summary
Experience at Context io shows rotating support leaves tickets from 2014–2015 untouched, so the recommended shift is to put prod tickets into active sprint and budget sprint points for unknowns, keep the on-rotation engineer owning multi-week issues, and hire junior devs into support with an explicit exit strategy to avoid burnout. Use macros and small shipbuilding tools, enforce business hours and a docs-first auto-reply buffer, and prefer owned escalations where the fixing team also replies to increase accountability.
AI-written summary · about
chapters (8)
- 0:00Intro
- 1:36WHAT IS SUPPORT ENGINEERING?
- 2:16SUPPORT ENGINEERING PAIN POINTS & BEST PRACTICES
- 2:57CONTINUITY
- 4:19ROTATING SUPPORT i.e. WHY ROTATING SUPPORT DOESN'T WORK
- 8:20DEDICATED SUPPORT
- 10:30OWNERSHIP & ESCALATIONS
- 14:10BOUNDARIES
related talks
41mTaking the Pain Out of Support Engineering
09mMaking "developers on support" work for everyone
23mMake Your and Other People's Life Easier: Do Support!
41mProduct Owner & Developer: An Unexpected Journey
34mPanel: LiveOps and Support Strategies to Shape the Future of Your Games.
10mCombine Support and DevOps work in an Agile team
21mRelieving Technical Debt through Short Projects
24mManaging Out: Strategies for Leveling Up