Re:We Invite Everyone at Etsy to Do an Engineering Rotation
by Sanddancer on Monday December 22, 2014 @04:16PM
(#8785275)
If you truly feel that way, then I honestly am curious as to why you get up in the morning. Dogfooding, and listening to customer problems and feedback are two of the best ways of making your product better for everyone. A few hours on the phone, or responding to emails is fantastic for breaking up preconceived notions as to what people are doing with your project, and can give new ideas.
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Re:We Invite Everyone at Etsy to Do an Engineering Rotation
by tomjen3 on Tuesday December 23, 2014 @05:08AM
(#8787521)
To solve interesting problems, not helping people opening the blue googles.
Re:We Invite Everyone at Etsy to Do an Engineering Rotation
by Sanddancer on Tuesday December 23, 2014 @12:37PM
(#8789093)
A superficially boring issue like someone who doesn't know how to fucking google it could be a much more interesting problem. Is your program laid out well? Is there some hitch in the workflow that you're not noticing because you've gotten accustomed to some misfeature? Are they trying to do something with the software that you didn't intend, but could make good money at by offering as a companion product, or other upgrade? These are things that support can teach you, because you're actively engaging with someone who has a problem.
Re:We Invite Everyone at Etsy to Do an Engineering Rotation
by ema on Tuesday December 23, 2014 @09:01AM
(#8788105)
I love to solve interesting problems as much as any hacker, but software businesses are about helping people and when people are having trouble using their computer then that is part of the job. I think it's worth to spend 1% of your work time on customer support to gain an understanding of that on a deep, visceral level.