Support has a business need to remain informed of decisions by, and in communication with, various teams within engineering, marketing, etc. High-level duties include the following:

Ensure any inter-team pairings have notes taken and added to our internal documentation

Ensure regular inter-team meetings are scheduled and notes are taken when relevant (i.e. stand-ups, and ticket reviews)

You have primary responsibility for documentation (both public and internal) for your specialties

Keep the info page about your team up to date in our internal docs (e.g.: preferred escalation methods)

Advise on training for new support team members working in your area

Track new features in your product areas before release, and prepare any documentation or team training necessary

Identify ticket trends for the development teams to help define supportability needs

If there is high ticket load, with approval of a manager, coordinate escalations sooner than normal

These duties and some less obvious corollaries are fleshed out below. This is a "perfect picture" towards which we can work; any improvement is useful even if we don't have 100% coverage, which will take months or years to create. In a perfect world, we'd also rotate liaison duties so that everyone could be exposed to every team.

Effectively, the point of this role is to communicate in both directions with other teams, and participate in planning and retrospectives with a customer mindset. Additionally, we should be cross-communicating related efforts underway on other teams. This turns working with support from a time sink into a value add for these other teams, for instance when we can point out that several teams are working on related projects and could benefit from working together.




Work Sharing

General Collaboration

Subject Matter Expertise