The subtle art of supporting mature products
summary
Describes how FundApps moves from a quarterly rotational rota that produced half-answered tickets and undocumented changes to a focused dedicated support team that reduces context switching and automates repetitive fixes. Cites a surprise of roughly 900 engineer days lost in one year, details building runbooks, targeted monitoring, playbooks and explicit team objectives, and shows the new team actively triages, writes operational docs, implements automation and improves incident lead time so roadmaps stop slipping.
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chapters (13)
- 0:00Mature product support struggles
- 5:24Company identity shaping decisions
- 8:36Support bridge clients engineering
- 13:12Support evolution to current state
- 17:24Six-week support experiment lessons
- 23:27Five years support key takeaways
- 28:49Scaling support with growth
- 31:39PowerP girls support team
- 33:05Support practices overview
- 41:22Overcommunication in support
- 46:19Support orchestra
- 49:31Support quality standards
- 50:56Q&A
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