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Tackling customer issues in cloud native environments
- 1. Tackling Customer Issues in Cloud-Native Environments Dr. Elinor Swery @elinorswery @rookoutlabs
- 2. Who Am I? • Solution Engineer at Rookout • Obsessed with the intersection of people and technology 2
- 5. Developers do a lot “75% of developers’ time is spent on solving bugs” Coralogix 5
- 6. Why is solving customer issues so important? 6 Success of business Revenue Reputation Market Position Rate of Adoption
- 7. How did we get to this point? 7
- 8. Cloud is fun
- 9. Cloud-Native apps adoption is exploding Adoption of Microservices, Containers, Dynamic Orchestration, and DevOps Technologies “By 2024 production-grade cloud-native apps will expand to 70% from 10% of all apps in 2020” IDC 2021 2020 2024 All Apps Production - grade cloud native App 9
- 11. Challenges in cloud debugging • Giving up the control • High complexity architecture • Dynamic environment changes • Access 11
- 12. But wait, there is more • Lack of information • Working remotely with the customers • High pressure from the team • Conflicting priorities 12
- 13. What can we do about it? Processes / behavior Technical 13 Engineering leaders
- 14. Process and behavior methods Prioritization Manage client comms Building the right team mindset 14 Retrospectives
- 15. • Always know your high level goals • What’s critical vs. nice to have • But what’s really critical • Balancing bugs and features Prioritization 15
- 16. Managing client communication • What to tell when • Point of contact (at both sides) • Work alongside them • Most important: Transparency 16
- 17. Team mindset • Provide a sense of ownership • Culture of trust and empowerment 17
- 18. • Bring the team together • Analyse what happened • Focus on what could have been better • Document, share and implement learnings Run retrospectives 18
- 19. Technical elements QA Use logs Monitoring 19 Useful tools
- 20. Resolving bugs early is cheaper 20
- 21. • Code review • Penetration tests • Automated tests QA 21
- 22. • Write meaningful log messages • Don’t overdo it! • Use the right log level • More than just troubleshooting Use logs 22
- 23. • Errors • Crashes • Performance issues • Track events Monitoring 23
- 24. • Tracing tools • APM tools • Live debuggers Useful tools 24