This seems very telling: > I no longer work at Gojek
Why? Engineers switch jobs all the time.
> Engineers switch jobs all the time.
This also seems very telling
Why should I do production support?
21–30 of 136 posts
Re: Why should I do production support?
#22Re: Why should I do production support?
#23You don't get anything out of burning out. You just burn out. And that time is not coming back. This post seems like an apologist talking. Production support alone is not that much of a problem. What the author skipped (conveniently? or forgot to mention?) is - it's really the "on call" phenomenon that's the problem. The "typical" on-call - where when you are on-call you are magically on-call 24x7. Yes, during your s…
The cure - Unionisation
seriously
Re: Why should I do production support?
#24...because your company wants you to work two jobs for the price of one?
Re: Why should I do production support?
#25I really like the author's first point, that one of his learnings was empathy for customers. Being on support for a product you didn't develop really calibrates you to understand what a product needs in order to be supportable, and where customers have problems with products. My time years ago in support was invaluable in shaping me as an engineer; I regularly push back against features that I know will be difficult to support or difficult for customers to understand.
Re: Why should I do production support?
#26If you aren't doing production support, you don't actually know your product. You aren't connected to the pain points your users experience and you miss what is, to your support team and your customers, the glaringly obvious. I would argue all developers should be required to do some support work.
Dont most developers do level III support? Ultimately if the first and second lines of defense cannot solve the problem, from everything I've seen, it goes to an Engineer. If it is your product, i'd assume it comes to you. This has been the case at almost every company I've been at.
Re: Why should I do production support?
#27If you aren't doing production support, you don't actually know your product. You aren't connected to the pain points your users experience and you miss what is, to your support team and your customers, the glaringly obvious. I would argue all developers should be required to do some support work.
Dont most developers do level III support? Ultimately if the first and second lines of defense cannot solve the problem, from everything I've seen, it goes to an Engineer. If it is your product, i'd assume it comes to you. This has been the case at almost every company I've been at.
Why should a company hire two lines of support to shield an engineer from bugs they introduce?
Re: Why should I do production support?
#28Another pro for consultancy work: you can chose contracts that that don't require you to be on call for production problems so this isn't forced upon you.
I'm not saying you wouldn't learn from working on production, but whether it's worth the stress is another question. In terms of software development, it's hard to think of a worse feeling than when you do a production deploy, you hit refresh on the website or whatever it is, and it shows a fatal error, then there's a mad scramble to roll back the change and figure out quickly what went wrong before the consequences grow too great. Most of the time bosses + coworkers aren't that understanding about it either and get into finger-pointing.
Re: Why should I do production support?
#29Earlier quoted context omitted.
Dont most developers do level III support? Ultimately if the first and second lines of defense cannot solve the problem, from everything I've seen, it goes to an Engineer. If it is your product, i'd assume it comes to you. This has been the case at almost every company I've been at.
Why should a company hire two lines of support to shield an engineer from bugs they introduce?
I am not sure most of the calls are bug reports. There's a customer support level, they triage. Sometimes what the customer think it's a bug it's a design decision (or lack of a feature) and the customer support knows another way of accomplishing the same task. Or they know it's not supported at all.
Re: Why should I do production support?
#30You don't get anything out of burning out. You just burn out. And that time is not coming back. This post seems like an apologist talking. Production support alone is not that much of a problem. What the author skipped (conveniently? or forgot to mention?) is - it's really the "on call" phenomenon that's the problem. The "typical" on-call - where when you are on-call you are magically on-call 24x7. Yes, during your s…
The cure - Unionisation seriously
The cure - proper labor law.
Seriously