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
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 ! "