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Miguel Balparda - A day in support


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For the last couple of years I’ve been helping Support teams to solve countless Magento 2 issues from all around the globe as the platform evolved. But before this, I used to be on the other side of the phone as a developer, contacting the Support to have my issues resolved and I can’t say I was always educated.
After all this time, it is now clear: how to effectively work with a Support team as a developer is a vastly underrated skill everyone should learn to have easier interactions and faster solutions.
In this presentation I had speak about what happens on the other side of this phone/email with real world examples where Support engineers meet customer in an always volatile environment.

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Miguel Balparda - A day in support

  1. 1. #MM18IT
  2. 2. #MM18IT Miguel Balparda Sr Magento Developer @ Nexcess TITLE OF TOPIC Your Company logo - Full time traveller - Magento Master 2016 & 2018 - Frequent Magento Speaker - Top 4% Magento StackExchange - GitHub Community Gatekeeper - Magento Certified Solution Specialist
  3. 3. #MM18IT A day in Support
  4. 4. #MM18IT
  5. 5. #MM18IT
  6. 6. #MM18IT
  7. 7. #MM18IT lden rule in Support: w you would like to be treated"
  8. 8. #MM18IT T3 T2 T1 Support tiers
  9. 9. #MM18IT her side of the phone, the easier will be to have your i
  10. 10. #MM18IT Escalation:
  11. 11. #MM18IT nditions (context) s to reproduce e this issue happen again) pected result should happen) (what really happened) eenshot, logs]
  12. 12. #MM18IT
  13. 13. #MM18IT Supporting magento/magento2 ● - 731 contributors - 200 open PRs - 1200 open issues - 63000 commits
  14. 14. #MM18IT hout tests, but not insulting others.
  15. 15. #MM18IT
  16. 16. #MM18IT broken site no one has touched ow you made changes)
  17. 17. #MM18IT
  18. 18. #MM18IT Real ticket: I didn’t change anything
  19. 19. #MM18IT Trust but verify
  20. 20. #MM18IT here you drop your issues and forget about them
  21. 21. #MM18IT Grazie mille! Domande?