Hiatus
Please stand by
Considering team leads
You don't have to go it alone
From IC to manager, coda
Someone has to do it / I'm someone / Therefore...
From IC to manager
Mindset, and self-image, don't change overnight
Never stop learning
"We must move forward, not backward; upward, not forward; and always twirling, twirling, twirling towards freedom!"
Moonlighting as (almost) everything else
The Swiss Army knife of employees 🇨🇭
Moonlighting as a CSM
Mild-mannered customer engineer by day, daring CSM by night. Or maybe the other way around?
Moonlighting as an SE
The farmer and the cowman should be friends
Inconsistent messaging will damage your team's reputation
Who's on first?
H124 wrap-up
It seems like just six months ago I made this joke
Introducing paid support: messaging
"Frustrated Scribbles" by tristendomusic is licensed under CC BY-SA 2.0. We’ve been talking for the last few weeks about converting your company’s technical...
Introducing paid support: designing support tiers
Some tiers are tastier than others
Introducing paid support: preparing the team
Cash rules everything around me
The Support skills matrix
"Hurdle Matrix" by Cayetano is licensed under CC BY-SA 2.0. Troubleshooting any reasonably complex software product is going to require several related...
Getting customers to actually contact Support
Do it now or regret it later
Leading a team when you can't do the job
Where do you start?
Recovering from being wrong: the expertise trap
We have met the enemy and he is us
Recovering from being wrong
Controversial opinion: being wrong is no fun!
Support technique multilingue
My hovercraft is full of eels
A live troubleshooting checklist
You can never have too many checklists