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Yeah, that's a TAM. And yes, it's insane. His offical purpose is to help you out. His real purpose is to help AWS out by delaying, stalling, referencing to wron
by jq-r 3y ago
Yeah, that's a TAM. And yes, it's insane. His offical purpose is to help you out. His real purpose is to help AWS out by delaying, stalling, referencing to wrong documentation, making you run in circles etc.
The harder it is for you to get some real support, the better he is at his real job. Its a crazy incentive and I'm not even sure if you can evaluate your TAM. My current manager plays softball with them for unknown reasons so we're stuck with the smooth talking asshole. Not that we had one, I've seen almost a dozen in my career and apart from one, all were useless _to us_.
- dh2022 3y agoI don’t get it: how does AWS benefit if the TAM delays resolving the ticket/
- LoganDark 3y agoAWS doesn't benefit from them resolving the ticket in a timely manner... or at all. AWS benefits from being able to put someone in between the customer and the rest of the company. It's like a layer of insulation, that prevents the customer from actually inconveniencing the business or any of the other people who work there.
- jq-r 3y agoTAM doesn't necessarily resolve the ticket nor that's their first priority. Their first priority is to be a contact person or a face of a faceless company. I don't believe they're paid by a resolved ticket (all tickets get resolved anyway), MTTR or something similar. Tickets are for some faceless support personnel. TAMs are supposed to help you, but unless it's something trivial they are a waste of time.
- kossTKR 3y agoWhat the actual f. This corporate paradigm needs to burn to the ground.
- wjamesg 3y agoBelieve it or not, there are helpful support resources out there which are typically hard to come across, you’ve admittedly just had a shitty experience (not uncommon)