#support
grep -l "support" /portfolio/* · 8 entriesTurning a hard escalation into a white paper
The same kind of escalation kept landing on the same few people. Writing up how we diagnosed it, and teaching it in brown bags, spread the load.
1 min readShadow, co-lead, lead
Junior specialists were either kept off hard escalations or thrown in alone. A three-step path in between made them ready faster and safer.
1 min readBrown bags instead of the same three experts
Hard escalations queued up behind the same three people. A regular brown-bag session, built from real cases, spread what they knew.
1 min read"Can't reproduce" stopped being an answer
Too many tickets closed as 'can't reproduce' came back. Requiring reproduction notes before closing made the in-house lab part of the process.
1 min readUpdates on a clock, not when there's news
Customers during an incident judged us by how often they heard from us. A fixed update schedule turned that into something the team could keep.
Keeping a customer calm through a three-day incident
The technical fix took three days. What kept the customer on side was a fixed update schedule and a timeline they could forward to their bosses.
Escalations that lost context at every handoff
Every time an escalation changed hands, the next person started from scratch. A short written handoff fixed it without slowing anyone down.
Reproduce it in the lab before you touch production
A corporate customer's issue only happened on their system. Rebuilding their setup in the lab found it, without anyone experimenting on production.
1 min read