How we prioritized engineering escalations at a Series B company
summary
Series B support analytics company runs into 50–70 customer-found defects that are noncritical but important, closing ~45–50 (≈70%) a month and letting backlog creep. Solution: pick a finite list — Top 7 (later 10) — chosen by head of CS using Excel weighting (customers impacted, revenue, time to contract renewal, cooperation) and enforce via weekly head-of-CS sync and strict completion before switching. Result: stakeholders happier, backlog rises slightly, plan an experiment with a 2–3 person sustained engineering rotation.
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chapters (13)
- 0:00Introduction
- 2:49Engineering team overview
- 4:37Non-critical escalations
- 7:10Top seven priorities
- 9:15Process changes
- 10:17Prioritization algorithm
- 12:23Outcomes and lessons
- 13:49Future plans
- 21:17Team motivation
- 24:51Customer communication
- 25:56Team burnout
- 27:23Q&A
- 29:54Contract renewal
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