I have gained admin access to numerous GCloud Organizations by accident

Re:I have gained admin access to numerous GCloud Organizatio... by ethbr0 on Tuesday May 30, 2023 @12:32PM (#36126907)

And nothing against Romanians! I work with a ton of brilliant folks there.

Outsourcing inevitably creates a firewall between engineering and support that shouldn't exist though.

In a properly functioning org, support has a way to escalate quickly to engineering if it's confirmed "This is broken." Engineering in turn uses those incoming requests to recognize flaws in their own products.

Outsourcing creates "Hide behind the SLAs and remain ignorant of any issues you've created" barriers that will ultimately sink a company.

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Re:I have gained admin access to numerous GCloud Organizatio... by macintux on Tuesday May 30, 2023 @03:16PM (#36129233)

At Basho engineers would often spend time working support to get a better view into customer pain points. Outsourcing support sounds like a giant middle finger to customers.

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Re:I have gained admin access to numerous GCloud Organizatio... by ethbr0 on Tuesday May 30, 2023 @03:22PM (#36129314)

I'm biased, because I came up through support before I went into engineering.

But to me, the question has always been "Do I think I'm omniscient as an engineer? Do I think I can imagine every way the customer is going to try and use this product? Every way it can interact with other systems? Every quirk of a specific customer environment/dataset/etc.?"

Well, if not, then good news! The support org should be capturing, categorizing, documenting, and forwarding all those cases to me.

And each case is an opportunity to make the product better!

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