Forced every engineer to take sales calls.They rewrote our platform in 2 weeks

Re:Forced every engineer to take sales calls.They rewrote ou... by Eddy_Viscosity2 on Thursday August 21, 2025 @01:43PM (#44975767)

If it was the case the customer support simply knows an undocumented work-around that they can solve the problem and provide that to the customer. I mean that works, but a better solution is for that problem to get back to engineering and be fixed once and for all.

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Re:Forced every engineer to take sales calls.They rewrote ou... by hinkley on Thursday August 21, 2025 @03:46PM (#44977180)

But after the next release the number of calls per hour the customer support team can answer will drop. Which means no raises for the support people.

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Re:Forced every engineer to take sales calls.They rewrote ou... by mschild on Saturday August 23, 2025 @04:38AM (#44994384)

Then incentives and (I hate this word) KPIs aren't aligned. That's arguably a somewhat separate problem though.

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Re:Forced every engineer to take sales calls.They rewrote ou... by mschild on Saturday August 23, 2025 @04:40AM (#44994397)

Yes, fully agree. Like I said: solving a customers problem is top priority but regardless of the solution it should be documented and shared. At minimum it can give pm and engineers insights into common issues and potential improvements.

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