Taking the Pain Out of Support Engineering

045d790f605ea8d482380c5075d802d5?s=47 Cecy C.
April 18, 2018

Taking the Pain Out of Support Engineering

Production support is not a priority. No one on the team wants to work on support cards. Being on-call is a pain. Does this ring a bell? We've all been there! There is a better way to handle Support Engineering for your product. A way that will level up your team, and create positive support experiences for your customers. Drawing on 3+ years of Support Engineering at two different companies, I will share successful Support patterns and tools you can start using today to improve your product support.

045d790f605ea8d482380c5075d802d5?s=128

Cecy C.

April 18, 2018
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Transcript

  1. 3.
  2. 12.

    SUPPORT ENGINEERING BEST PRACTICES • Learn to think critically •

    Prioritize a relationship with support • Continuity
  3. 13.

    SUPPORT ENGINEERING BEST PRACTICES • Learn to think critically •

    Prioritize a relationship with support • Continuity • Ownership
  4. 14.

    SUPPORT ENGINEERING BEST PRACTICES • Learn to think critically •

    Prioritize a relationship with support • Continuity • Ownership • Boundaries
  5. 15.

    SUPPORT ENGINEERING BEST PRACTICES • Learn to think critically •

    Prioritize a relationship with support • Continuity • Ownership • Boundaries • Tools
  6. 18.

    WHAT THE STUDIO DID RIGHT • Gave support early access

    • Time to test • Generated TONS of support FAQs
  7. 19.
  8. 24.

    WHAT THE STUDIO GOT WRONG • Team did not get

    early access to game • Team didn’t get a chance to think critically, preemptively generate content
  9. 25.

    WHAT THE STUDIO GOT RIGHT • After sharing data /

    volume of support calls, studio vowed to increase lines of communication with support
  10. 33.

    DEDICATED SUPPORT One person / group whose sole job is

    to answer and solve support tickets
  11. 39.

    WHEN DEDICATED SUPPORT STOPS WORKING • Can lead to burn

    out if you don’t have an exit strategy
  12. 44.

    WHY SUPPORT ROTATION DOESN’T WORK • Little to no follow-through

    • No hand-offs, ownership confusion • Efficiencies lost due to time to ramp up
  13. 45.
  14. 46.

    HOW SUPPORT ROTATION CAN WORK • Create cards for support

    issues, add them to active sprint • If it happened on your rotation, you still own it
  15. 51.

    REMOVED ESCALATIONS CHALLENGES • No sense of priority when throwing

    over the fence • Not directly accountable to an end-user / client
  16. 52.

    REMOVED ESCALATIONS CHALLENGES • No sense of priority when throwing

    over the fence • Not directly accountable to an end-user / client • Not being graded on an SLA
  17. 57.

    WHY OWNED ESCALATIONS WORK • Business continuity, tracking • Keep

    client front and center • Increases accountability
  18. 61.

    BOUNDARIES WITH CLIENTS • Establish support hours and stick to

    them • Allow buffer time between responses
  19. 62.
  20. 63.

    BOUNDARIES WITH CLIENTS • Establish support hours and stick to

    them • Allow buffer time between responses • Reinforce good behavior
  21. 64.
  22. 65.
  23. 76.
  24. 79.

    A SUPPORT ENGINEER • Good at troubleshooting • Good at

    communicating • Good at seeing patterns