CircleCI: Support Eng. Night vol. 2

7fe945668a4fc098e886e20dea71d2ee?s=47 Zachary Scott
February 08, 2018

CircleCI: Support Eng. Night vol. 2

7fe945668a4fc098e886e20dea71d2ee?s=128

Zachary Scott

February 08, 2018
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Transcript

  1. 1 Support Engineer Night vol. 2 CircleCI Zachary Scott <zzak>

    @zzak @_zzak
  2. 2 Thank you!!

  3. 3 How We Work Our flavor of support engineering Interesting

    problems “I’m in your build, fixing your tests.” 1 2 Why I love working here and you should too! 3 Agenda
  4. 4

  5. 5 @kimh Kim, Hirokuni

  6. 6 @zzak Zachary Scott @_zzak

  7. 7 @zzak_jp

  8. 8 Open Source Contributor

  9. 9 バーモント Vermont

  10. 10

  11. 11 福岡ビル

  12. 12 福岡ビル

  13. 13

  14. 14 What is CircleCI? Demo

  15. 15 Have used CircleCI before?

  16. 16 What is Continuous Integration (CI)?

  17. 17 What is CI?

  18. 18 Demo time! ⏰

  19. 19

  20. 20 How We Work Our Flavor of Support Engineering

  21. 21

  22. 22 Support Team Key Metrics

  23. 23 Service-Level Agreement (SLA)

  24. 24 SLA targets 0% Breach on Paid 5% Breach on

    Free
  25. 25 Customer Satisfaction (CSAT)

  26. 26 CSAT targets 94% industry average

  27. 27 Self-service Ratio 4/1 or 25% deflection 300 tickets /

    week via support.circleci.com/hc
  28. 28 New Tickets Received

  29. 29

  30. 30 #support-alerts For new tickets from Premium SLA users

  31. 31

  32. 32

  33. 33 SLA Tickets Alert when expiring (3 hours for this

    one)
  34. 34

  35. 35

  36. 36 Acknowledge ticket So team knows “we got it”

  37. 37

  38. 38

  39. 39

  40. 40

  41. 41

  42. 42 Interesting Problems “I’m in your build, fixing your tests.”

  43. 43

  44. 44 Trusted by...

  45. 45 Tickets / month

  46. 46 Global User Base

  47. 47 Monthly Builds by Region Japan Asia South America, Africa

    Europe America
  48. 48 October 2016 January 2017 Japan Build Usage (Last 16

    months)
  49. 49

  50. 50

  51. 51

  52. 52 2.0 Adoption 2.0: General Availability January 2017 2.0 1.0

  53. 53 Why I Love Working Here And You Should Too!

  54. 54 Remote Life Japan USA Portugal Ireland Thailand Australia

  55. 55 Competitive Pay

  56. 56 Promote Self Health

  57. 57 Promote Self Growth

  58. 58

  59. 59

  60. 60 Users Platforms

  61. 61 Our Stack stackshare.io/circleci/circleci

  62. 62 We’re hiring! jobs.lever.co/circleci

  63. Thank you. 63