Making "developers on support" work for everyone
summary
Claim: a targeted rotation of engineers into support reduces load and keeps product velocity better than full all-hands experiments. Implementation: Some-hands support at Clubhouse uses codified workflows to train selected devs, scheduled short rotations, clear boundaries, and regular check-ins. Concrete cautions include prior failures (Big Cartel saw CSAT drop under all-hands) and examples of gains (faster fixes, tighter product-feedback loops). Measure with ticket resolution time, CSAT, and frequency of developer interrupts.
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chapters (14)
- 0:00Intro
- 0:38Support
- 1:42We think about you
- 2:03Stories from the trenches
- 2:47All Hands Support
- 3:09Capacity
- 3:33Empathy
- 3:51A noble endeavor
- 4:44Customer satisfaction
- 5:35Hand support
- 5:55Process
- 6:47Who to support
- 7:43Period of time
- 8:47Summary
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