“Building Quality” is the third chapter in our Pillars of Support series. In this post, we explore the benefits of involving support engineers in validation and manual/automated testing tasks.
“Building Product” is the second chapter in our Pillars of Support series. In this post, we describe why and how our Support team collaborates with product management to make sure our team is working on the right things, at the right time.
“Building Trust” is the first chapter in our Pillars of Support series. In this post, we describe the principles that guide every customer support interaction at SomewhereWarm.
We are proud to say we are a support-driven company. But what does it mean exactly, and how does it influence the way we work? In the spirit of open source, we are sharing our “Pillars of Support”: A document from our internal Manual that we use to help new support teammates:
- Learn the principles that guide our interactions with customers.
- Develop a better understanding of their position in our software engineering process.