Hacker Newsnew | past | comments | ask | show | jobs | submitlogin

Honestly, you hit the nail on the head on what drives me. Before this I was a PM, and way even before that- I was an Infra Engineer. I think that brick-wall of contact when working on some Enterprise tool was what got me. ESPECIALLY so when there was a bug blocking my company and it felt like no one cared.

When I first joined- this is why I would take great pains to respond to everyone extremely quickly. When I realized that was not sustainable, the focus then shifted to really making sure that our users are heard and their concerns are acted upon. Sure first contact SLA of 30 mins is great but- doesn't mean shit if we don't solve your problem.

So I think yes, tooling should be first. I think there is just a way for that tooling to serve the developer, not some OKR.



Agreed. Where I work now (Hivelocity) is a breath of fresh air. There are so many support techs, that every ticket is answered within minutes. It's definitely not cheap to do, but the customers are always happy when they can get almost instant support for their dedicated servers.




Guidelines | FAQ | Lists | API | Security | Legal | Apply to YC | Contact

Search: