support engineer night

The slides I talked at the Support Engineer Night event https://techplay.jp/event/651515

Transcript

1. How people build software
   !
   "
   Fun working as a GitHub Enterprise Support Engineer
   

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2. How people build software
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   Introduction
   2
   !
   apnsk
   

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3. How people build software
   !
   Introduction
   3
   !
   Enterprise Support Engineer
   Joined in Dec. 2015
   

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4. How people build software
   !
   Introduction
   4
   !
   Japanese language Support
   

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5. How people build software
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   Introduction
   5
   !
   Chako
   

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6. How people build software
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   What is GitHub Enterprise?
   6
   !
   

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7. How people build software
   ! 7
   On-premise version of GitHub
   

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8. How people build software
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   Hosting options
   8
   !
   • AWS
   • Google Cloud Platform
   • VMWare
   • Azure
   • OpenStack KVM
   • XenServer
   • Hyper-V
   

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9. How people build software
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   System design of GitHub Enterprise
   9
   !
   API
   Admin
   User
   MySQL
   Elasticsearch
   Redis
   Rails Application
   

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10. How people build software
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    User features
    10
    !
    •Collaboration features
    •Issues/Pull Requests
    •Projects
    •Teams
    •Integrations
    •Wikis
    •GitHub Pages
    

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11. How people build software
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    Git LFS
    11
    !
    https://github.com/git-lfs/git-lfs
    • Git extension for versioning large files
    • Open sourced
    • Golang
    

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12. How people build software
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    Authentication methods
    12
    !
    •Built-in
    •CAS
    •LDAP
    •SAML
    •Azure AD
    •Okta
    •OneLogin
    •PingOne
    •Shibboleth
    

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13. How people build software
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    Recovery from system disaster
    13
    !
    • Backup Utilities
    • High Availability replication
    

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14. How people build software
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    Migration
    14
    !
    • ghe-migrator
    • Easy to migrate from GitHub.com/GitHub Enterprise
    to GitHub Enterprise
    

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15. How people build software
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    GitHub Enterprise releases
    15
    !
    We aim for:
    1 patch release per 2 weeks,
    1 feature release per 3 months
    

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16. How people build software
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    How does an Enterprise
    Support Engineer work?
    16
    !
    

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17. How people build software
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    Enterprise Support teams
    17
    !
    •Asia-Pacific
    •Europe
    •America
    

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18. How people build software
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    Where do we work?
    18
    !
    Office Cafe Home
    

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19. How people build software
    ! 19
    Work from anywhere,
    Communicate very often.
    

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20. How people build software
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    Collaboration
    20
    !
    Chat Video Chat
    GitHub
    

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21. How people build software
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    Communication on Slack
    21
    !
    • Casual chat
    • Technical discussion
    • Share information
    • Ask and answer questions
    

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22. How people build software
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    Collaboration on GitHub
    22
    !
    Share knowledge
    • Knowledge Base articles
    Ask questions
    • Open an issue on the Enterprise Support
    repository
    Bug reports
    • Open an issue on the appropriate repository
    

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23. How people build software
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    Meetings on Zoom
    23
    !
    • Team meeting
    • Technical pairing
    • 1-on-1
    etc.
    

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24. How people build software
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    Mini-summits
    24
    !
    Las Vegas Melbourne Kyoto
    

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25. How people build software
    ! 25
    

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26. How people build software
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    Tickets
    26
    !
    A customer opens a ticket:
    • System disaster
    • Bug report
    • Feature request
    • Question
    • How to upgrade
    • Explain a feature
    • etc.
    

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27. How people build software
    ! 27
    We can’t access the customer instance.
    

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28. How people build software
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    How we get information from our customers
    28
    !
    Output of commands
    • e.g.
    • Rails console
    • MySQL queries
    

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29. How people build software
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    How we get information from our customers
    29
    !
    Diagnostics
    • an overview of an instance's settings and environment, and a
    snapshot of its health
    Support Bundle
    • an archive that includes diagnostics and important logs from the
    instance
    Use our own tools that we ship on the GitHub Enterprise instance:
    

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30. How people build software
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    Investigation
    30
    !
    To help our customers when they have problems we:
    • See if there is an existing internal issue about the problem
    • Get instance logs from the customer and investigate
    • Try to reproduce the issue
    • Fix the bug
    • If appropriate, provide a workaround
    

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31. How people build software
    ! 31
    Swarming
    

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32. How people build software
    ! 32
    Purposes
    • Collaboration
    • Knowledge sharing
    • Faster response to customers
    Three Swarms
    1. Priority
    2. Triage
    3. Backlog
    

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33. How people build software
    ! 33
    To work efficiently
    

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34. How people build software
    ! 34
    ;es;ghe GitHub Enterprise
    ;link;rl https://enterprise.github.com/releases/
    ;es;link;sb
    [Support Bundle](https://help.github.com/enterprise/
    2.12/admin/guides/enterprise-support/providing-data-
    to-github-enterprise-support/#support-bundle)
    ;sh;ghe;version
    grep 'RELEASE_VERSION' /etc/github/enterprise-
    release
    ;es;ask;question
    Please let me know if you have any further questions
    about this.
    ;jes;ask;question
    ͦͷଞෆ໌఺΍࣭໰ͳͲ͋Γ·ͨ͠Βɺ͓ؾܰʹ͝࿈
    བྷ͍ͩ͘͞ɻ
    

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35. How people build software
    ! 35
    Writing scripts
    

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36. How people build software
    ! 36
    ghe-migrator add /
    ghe-migrator export
    ghe-migrator prepare
    ghe-migrator conflicts
    ghe-migrator map
    ghe-migrator import
    ghe-migrator unlock
    On the source instance:
    On the target instance:
    

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37. How people build software
    ! 37
    sh halogen /,/
    

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38. How people build software
    ! 38
    Scan a support bundle.
    

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39. How people build software
    ! 39
    Fix bugs
    

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40. How people build software
    ! 40
    • Launch GitHub Enterprise
    application on my local machine.
    • Check the change on it.
    • Deploy the change using chatops in
    Slack.
    • Open a pull request
    • With the bug fix
    change.
    • With a unit test.
    

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41. How people build software
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    How much fun it is to work as an
    Enterprise Support Engineer
    41
    !
    

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42. How people build software
    ! 42
    Learn many technical areas:
    • By working on tickets
    – Requires various technical skills
    • By discussing with other engineers
    – Learn knowledge from co-workers
    • By debugging code
    – Get good feedback about code
    

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43. How people build software
    !
    "
    

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