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"I'll add that Apple operations engineering appears to function in a way that is more or less divorced from Apple support staff. Support staff appear to have to
by donretag 5y ago
"I'll add that Apple operations engineering appears to function in a way that is more or less divorced from Apple support staff. Support staff appear to have to go begging for a coherent answer from systems engineers, who appear to treat such requests as unimportant. "
This scenario has been my experience for pretty much every hosted solution.
I know Elasticsearch really well. Was working at a company that used the Elastic Cloud (not AWS) version since the demands were not high. There was something very wrong at the host level, which was evident by the cgroups metrics. The support engineers basically used the same endpoints that a customer also has access to to debug problems. No insights at the host at all. Could not ssh to a box. It took a long time to get escalated beyond the support drones. Elastic Cloud was not worth it.
- wvenable 5y agoThis should be the experience everywhere. Imagine how hard it would be to actually get any work done as a system engineer if you're constantly responding to requests from the front-line support. The reason front-line support exists is to prevent that from happening. Admittedly things should escalated and fixed but giving answers to end-users is not a priority.
- cvwright 5y agoWay back when I was first graduating from college, I interviewed at IBM for a "support engineer" role. It was pitched as a software engineering job, but focused on understanding customers' problems at a pretty deep level, and being the human interface between front-line support and the dev teams. I always thought it sounded like a good role for a company to have. Unfortunately such people seem to be in short supply.