A support team career progression
By popular(?) demand
SOS: my support team is drowning
Sometimes there are no good choices
Preventing burnout on support teams
Or at least mitigating it. I’m not a miracle worker!
Staffing levels and support coverage, part 3
What's a 7x math error among friends?
Staffing levels and support coverage, part 2
I didn't have time for a short post, so I made a long one
Staffing levels and support coverage, part 1
Really? Another part 1?
Calculating support load
Warning: math ahead. But you can skip it, I don't mind
Support coverage models
Can you minimize disappointment with minimal outlay?
Support Notes from the Beach
The sand really does get everywhere
Assumptions, coda
And a dryer update, not that you asked for it
Dryers and Assumptions
I'm not going to make a joke in this post about asses, you, or me. Honest.
Proactivity in a reactive team
It's like peanut butter and chocolate
Six month wrap-up
It was the age of wisdom, it was the age of foolishness
The first support hurdle
Figuratively speaking, I hope
Eleven kinds of tickets
One is not pictured because it would make an ugly macaron
Three kinds of meetings (part 2)
Really I just wanted an excuse for more cat school pictures
Three kinds of meetings (part 1)
That's a lie, I'm only covering two today
Taking over a high-functioning team
Looking a gift horse in the mouth
Fixing broken support: pitfalls
Can't fix what's not broken, so maybe you'll have to break it first (please don't do this)
Fixing broken support: learning and planning
Not fixies. That's something else
Sorting out and scaling support
Bringing order to chaos
Starting a support team from scratch
If you wish to make an apple pie from scratch, you must first invent the universe
Onboarding as a new support leader
Ready, fire, aim. Wait, no, try that again.
Deeper dive: technical exercises
Showing off the moves
Deeper dive: interviews
Talk talk
Customer engineer skills: a missing link
Hiding, relaxed, in plain sight
Deeper dive: shadowing
Where doubt there truth is—'tis her shadow.
Hiring support engineers: onboarding
Baby engineer on board
Hiring support engineers: the interview process
FINALLY
Hiring support engineers: preparing the process
Thinking about preparing to initiate a plan to devise the blueprint to...
Hiring support engineers: the skills
... to pay the ... well, you get it
Support titles: what's in a name?
Rosa rosa rosa est est
Your first support hire
Choose wisely
Writing a great support email: notes and handoffs
He listens well who takes notes
Writing a great support email: style
Stilus virum arguit
Writing a great support email: tone
Don't look at me with that tone of voice
Writing a great support email: structure
Mens sana in corpore sano
Writing a great support email: content
Be content with your content
Oh, hello
I didn't see you come in