support engineer night

324c6da8910918b79f58b4323fc564e6?s=47 pnsk
February 07, 2018

support engineer night

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

324c6da8910918b79f58b4323fc564e6?s=128

pnsk

February 07, 2018
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Transcript

  1. How people build software ! " Fun working as a

    GitHub Enterprise Support Engineer
  2. How people build software ! Introduction 2 ! apnsk

  3. How people build software ! Introduction 3 ! Enterprise Support

    Engineer Joined in Dec. 2015
  4. How people build software ! Introduction 4 ! Japanese language

    Support
  5. How people build software ! Introduction 5 ! Chako

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

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

  8. How people build software ! Hosting options 8 ! •

    AWS • Google Cloud Platform • VMWare • Azure • OpenStack KVM • XenServer • Hyper-V
  9. How people build software ! System design of GitHub Enterprise

    9 ! API Admin User MySQL Elasticsearch Redis Rails Application
  10. How people build software ! User features 10 ! •Collaboration

    features •Issues/Pull Requests •Projects •Teams •Integrations •Wikis •GitHub Pages
  11. How people build software ! Git LFS 11 ! https://github.com/git-lfs/git-lfs

    • Git extension for versioning large files • Open sourced • Golang
  12. How people build software ! Authentication methods 12 ! •Built-in

    •CAS •LDAP •SAML •Azure AD •Okta •OneLogin •PingOne •Shibboleth
  13. How people build software ! Recovery from system disaster 13

    ! • Backup Utilities • High Availability replication
  14. How people build software ! Migration 14 ! • ghe-migrator

    • Easy to migrate from GitHub.com/GitHub Enterprise to GitHub Enterprise
  15. How people build software ! GitHub Enterprise releases 15 !

    We aim for: 1 patch release per 2 weeks, 1 feature release per 3 months
  16. How people build software ! How does an Enterprise Support

    Engineer work? 16 !
  17. How people build software ! Enterprise Support teams 17 !

    •Asia-Pacific •Europe •America
  18. How people build software ! Where do we work? 18

    ! Office Cafe Home
  19. How people build software ! 19 Work from anywhere, Communicate

    very often.
  20. How people build software ! Collaboration 20 ! Chat Video

    Chat GitHub
  21. How people build software ! Communication on Slack 21 !

    • Casual chat • Technical discussion • Share information • Ask and answer questions
  22. How people build software ! 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
  23. How people build software ! Meetings on Zoom 23 !

    • Team meeting • Technical pairing • 1-on-1 etc.
  24. How people build software ! Mini-summits 24 ! Las Vegas

    Melbourne Kyoto
  25. How people build software ! 25

  26. How people build software ! Tickets 26 ! A customer

    opens a ticket: • System disaster • Bug report • Feature request • Question • How to upgrade • Explain a feature • etc.
  27. How people build software ! 27 We can’t access the

    customer instance.
  28. How people build software ! How we get information from

    our customers 28 ! Output of commands • e.g. • Rails console • MySQL queries
  29. How people build software ! 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:
  30. How people build software ! 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
  31. How people build software ! 31 Swarming

  32. How people build software ! 32 Purposes • Collaboration •

    Knowledge sharing • Faster response to customers Three Swarms 1. Priority 2. Triage 3. Backlog
  33. How people build software ! 33 To work efficiently

  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
  35. How people build software ! 35 Writing scripts

  36. How people build software ! 36 ghe-migrator add <org>/<repo> ghe-migrator

    export ghe-migrator prepare <archive> ghe-migrator conflicts ghe-migrator map ghe-migrator import ghe-migrator unlock On the source instance: On the target instance:
  37. How people build software ! 37 sh halogen <org>/<repo>,<org2>/<repo2>

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

  39. How people build software ! 39 Fix bugs

  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.
  41. How people build software ! How much fun it is

    to work as an Enterprise Support Engineer 41 !
  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
  43. How people build software ! "