Support

What I optimize for

• Fast customer recovery and clear internal ownership.
• Low-toil operations with actionable feedback to product teams.
• Predictable escalation paths that do not depend on heroics.

My default approach

• Treat support as a product telemetry stream.
• Use clear severity definitions and runbooks.
• Invest in self-serve and automation before headcount.

Tools and artifacts I produce

• Triage matrix and severity guide.
• Escalation contracts between teams.
• Runbooks for top 10 issues.
• Support to engineering feedback loops.

Examples

Severity guide
Sev 1: Active outage, revenue at risk, exec updates every 30 min
Sev 2: Degraded experience, updates every 2 hours
Sev 3: Limited scope impact, next business day response

Tradeoffs

• Speed vs depth: mitigate now, analyze after.
• Automation vs flexibility: automate the repeatable, keep humans for edge cases.
• Support vs product ownership: align on who fixes what and why.

Signals I look for

• Time to first response trending down.
• Repeat tickets drop for the same root cause.
• Support notes inform roadmap decisions.

Anti-patterns

• Escalations without owners or runbooks.
• Support teams acting as buffers for product debt.
• High severity labels used as shortcuts.