You signed in with another tab or window. Reload to refresh your session.You signed out in another tab or window. Reload to refresh your session.You switched accounts on another tab or window. Reload to refresh your session.Dismiss alert
In recent conversations around our support practices, we noted that our support / operations workflows actually entail fairly different skillsets and expectations:
Support is primarily customer-facing, and is about communication, setting expectations, and coordinating with team members to solve issues.
Operations is primarily infrastructure-facing, and is about resolving underlying issues that generated the support request.
Currently, we intermingle these two roles with our support steward setup. While the support steward is theoretically just the support contact, because our support stewards are also engineers, they often feel the responsibility to fix things as well.
Proposal
We should define a support role and an operational role with a different set of responsibilities and skillsets. Even if we intend on staffing them with the same group in the immediate future, this will help us understand how to build capacity to fill this roles without asking engineering to do everything.
A few questions to ask for each:
What kind of responsibilities does each role have?
What skills and qualities are best-suited for each role?
How do the two roles interact with each other? (e.g. escalation pathways)
How do they interact with other parts of 2i2c? (e.g., engineering team, project manager)
The text was updated successfully, but these errors were encountered:
Context
In recent conversations around our support practices, we noted that our support / operations workflows actually entail fairly different skillsets and expectations:
Currently, we intermingle these two roles with our support steward setup. While the support steward is theoretically just the support contact, because our support stewards are also engineers, they often feel the responsibility to fix things as well.
Proposal
We should define a support role and an operational role with a different set of responsibilities and skillsets. Even if we intend on staffing them with the same group in the immediate future, this will help us understand how to build capacity to fill this roles without asking engineering to do everything.
A few questions to ask for each:
The text was updated successfully, but these errors were encountered: