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Great article. Documentation is always tough - I still haven't found the right solution. Its nice to see some SRE people that care, most 1st/2nd line support I'
by rb808 10y ago
Great article. Documentation is always tough - I still haven't found the right solution. Its nice to see some SRE people that care, most 1st/2nd line support I've worked seem to just escalate anything non-trivial which is frustrating, but also useful.
If SREs are too good developers lose touch with production and get lazy.
- zhengyi13 10y agoReflecting on my time in frontline support, 1st level folk have limited skills, limited resources in terms of time and tooling, and in particular tend to have pretty tight metrics applied to them. They pretty much have to escalate quickly, or they'll be yelled at, or worse. Some of them flat out don't belong in Support. But poor management and poor metrics drive behavior in unhelpful directions, too.
- zwischenzug 10y agoYeah, we were lucky in that we only had engineers with years of experience on call. They had to have had dev experience, too. This followed an attempt to run a more 'standard' support service (before my time) with specialist support staff. That failed badly, mostly because customers and devs hated that they added little value to the process. It was a long time before people were allowed to be recruited direct to support again, and by then the leaders were all former devs->tech leads.