Taking the Pain Out of Support Engineering
summary
Argues that dedicated support beats weekly rotations because it preserves ticket continuity, produces automations, and avoids lost follow‑ups; cites an early-access Sims 3 FAQ still live years later and a Mass Effect 2 DLC mess that flooded support. Recommends a support playbook, dashboards (Datadog, Grafana), logs (Scalyr), Runscope and RequestBin for monitoring and debugging, and prefers owned escalations so the fixing team also communicates status, reducing SLA lag and burnout.
AI-written summary · about
chapters (5)
- 0:00Start
- 0:12TAKING THE PAIN OUT OF SUPPORT ENGINEERING
- 33:11YOUR TEAM'S SANITY AND HAPPINESS COMES FIRST
- 35:02DOCUMENT TROUBLESHOOTING & DOCUMENT THOUGHT PROCESS & DOCUMENT COMMON TASKS
- 39:43A GOOD SUPPORT ENGINEER IS A GOOD ENGINEER
related talks
19mTaking the Pain Out of Support Engineering
09mMaking "developers on support" work for everyone
21mOnly Interesting Conversations: The Symbiotic Relationship Between Docs and Support
34mPanel: LiveOps and Support Strategies to Shape the Future of Your Games.
23mMake Your and Other People's Life Easier: Do Support!
23mLessons learnt supporting Developers
21mGaining Customer Loyalty through Support – A Case Study on WPML Team
48mLessons from the Support Desk