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I've found dividing up the support among engineers helps this a lot. Lack of empathy is a big factor here. Having engineers understanding customer problems also
by agibsonccc 10y ago
I've found dividing up the support among engineers helps this a lot. Lack of empathy is a big factor here. Having engineers understanding customer problems also leads to easy consensus and easier cross collaboration among teams. Would love input contradicting this. I'm still learning a lot myself but this has worked for us.
- madaxe_again 10y agoNail on head. There was zero empathy from anyone for anyone, except for from me for everyone. Again, part of my problem is that I probably care too damn much. If our teams, our clients, were upset it would upset me, and I spent most of my time feeling like a bloody counsellor rather than a CTO. We actually did pull development into support on a rota - and after a month of me spending two hours a day dealing with angry toxic engineers who are threatening to walk out because they've been made to look in the support inbox, or placating clients who've been brusquely told their issue isn't seen as a problem, we backed down. It turned into out and out warfare, people were naming their damn factions. Does say something that the only technical person in the company other than support to do support was me.