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I was lead engineer for a startup. By virtue of being the most flexible in my day-to-day, I ran front line for most of the customer support issues. SSO issues

I was lead engineer for a startup. By virtue of being the most flexible in my day-to-day, I ran front line for most of the customer support issues. SSO issues took exponentially longer than nearly every other support issue and accounted for well over 50% of our support efforts. We didn’t really feel like there was much we could do about it either. Most of it came down to the fact that the user of our application was not the person also able to setup SSO. The result was a massive game of pass the hot potato until we would get fed up and request a call with our customers IT team.

doctorpangloss 2y ago
Yeah but does that require any expertise to solve? It’s a bunch of meaningless arcana, for which the other party pays well. Seems like a fair deal. Someday you might get big enough where it’s minions talking to minions, or so big that people simply accept no customer service as the status quo.
- SkyPuncher 2y ago
  It depends. I certainly wouldn’t say it’s approachable. There are basically three major issues that require a bit of seniority to support: * it’s an auth controlling system so mistakes can mean significant data breaches. * there’s shared responsibility between provider and customer for configuration. Further, there are a lot of possible configurations to consider. * the concept behind SSO is largely simple, but the implementation can be very complex. It’s almost always specific to your auth system and controls.