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...
