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Dairy of Support Engineering Manager

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Dairy of Support Engineering Manager
2015年に発表してから2年が過ぎ、トレジャーデータのサポートチームがどう成長し、どんな課題を解決してきたか
https://techplay.jp/event/651515
at support engineer night

Published in: Technology
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Dairy of Support Engineering Manager

  1. 1. Diary of Support Engineering Manager Toru Takahashi Treasure Data, Inc. サポートエンジニアNight vol.2 2018-02-07
  2. 2. Who AM I ? Profile - 髙橋 達 (Takahashi Toru) - Treasure Data, Inc. - Support Engineering Manager - Twitter: @nora96o / Github: toru-takahashi - Blog: http://blog.torut.tokyo/ Misc. - Tech. Support Engineer from the almost beginning of my career - 1st Tech. Support Engineer in TD - Support Engineering Manager from 2015
  3. 3. Treasure Data Support - Email - Online Chat - Support Form
  4. 4. Contents - Past / Present / Future - Defined Measurable KPIs for Support Performance - Built Support Data Platform - Improved a process for Customer Slack Channel - Multiple Components = Huge Logs
  5. 5. Past / Present / Future 2015 / 2017 / 2018
  6. 6. 2.5 years ago... What is Support Engineer in TreasureData
  7. 7. Treasure Data Support From 2015 to 2017/2018 Head Count from 2 to 5 to 8
  8. 8. Treasure Data Support From 2015 to 2017/2018 Head Count from 2 to 5 to 8
  9. 9. Treasure Data Support From 2015 to 2017/2018 Head Count from 2 to 5 to 8 (plan…)
  10. 10. We’re Hiring!! https://jobs.lever.co/treasure-data/50be49f1-0194-41ac-9c99-756e02ff1dda
  11. 11. Treasure Data Support From 2015 to 2017/2018 Avg Ticket/Month from 308 to 477 to 500~600?
  12. 12. Treasure Data Support From 2015 to 2017/2018 TreasureData Components 2015
  13. 13. Treasure Data Support From 2015 to 2017/2018 TreasureData Components 2017 (Treasure Reporting)
  14. 14. Treasure Data Support From 2015 to 2017/2018 TreasureData Components 2017 (Treasure Reporting)
  15. 15. Treasure Data Support From 2015 to 2017/2018 TreasureData Components 2017 (Treasure Reporting)
  16. 16. Treasure Data Support From 2015 to 2017/2018 TreasureData Components 2018 = Treasure CDP (Treasure Reporting)
  17. 17. Defined Measurable KPIs For Support Performance
  18. 18. How Do You Measure Support Performance? - Customer Satisfaction Score? - Number of Resolved Tickets? - Average Resolution Time? Ref. Top 10 Key Performance Indicators for Customer Service - But, we’re growing - Number of customers increases - Number of new tickets increases - New features are released every week - Difficult to find out “Stable/Controllable” KPI
  19. 19. Support Performance = Provide “Great Support” - Great Support → Make a customer our fan - Trying to measure factors of “Great Support” by the following KPIs - Satisfy 100% SLA (1st Response Time) - A ticket resolution rate within 7 days to 70% - Quick Resolve helps customers - Engineer Escalation Rate to under 15% - Related to quick resolve - Engineer focuses on development new features for customers - Avg. Response Time to within 1 business days (Stretch) - Updating a ticket frequently give customers a kindness
  20. 20. Built a KPI dashboard for Support Team
  21. 21. Built Support Data Platform
  22. 22. Problem: Data Silo = Data is not unified = Hard to know customers quickly
  23. 23. What is Support Data Platform? → All data is unified inside of TreasureData
  24. 24. Support Usage for Sales / Product / Dev team in Chartio
  25. 25. Enriched User Profile in Zendesk
  26. 26. Support requires a development skill :) embulk-output-zendesk_users with embulk & digdag
  27. 27. Improved a process for Customer Slack Channel
  28. 28. Do you like Slack?
  29. 29. My Slack Channels...
  30. 30. For a smooth communication between Sales/SE team and customers, but... Problem - Difficult to do a tagging for categorizing a question. - For better KPI, we'd like to add a tag into all inquiry. - Need to join Slack channel - We can't help customers if we didn't join the slack channel. - No SLA - If a customer has an emergency issue for affecting their business in holiday and ping us on slack, Nobody might knows the message. - Lost a message where come from - Slack is NOT todo app
  31. 31. BubbleIQ helps communications between Zendesk and Slack - We/Customer add :key: reaction - BubbleIQ Bot submits a ticket automatically - We can communicate between Zendesk ticket and Slack thread
  32. 32. Multiple Components = Huge Logs
  33. 33. Many Components = Many Logs
  34. 34. Difficulty in finding out failure jobs due to data silo/SQL Current Notification Flows: - Ex. Presto Job Failure due to an incident, let’s check affected jobs. 1. Extract job id/account id by using a failure message in presto log on master TD account 2. Extract executed user’s email by using job id in analytics TD account 3. Extract a contract information by using account id from salesforce info in analytics TD account for group by “Region” (JP? US customer?) 4. Write a JP/EN Notification and send it out via Mailchimp
  35. 35. IN Progress; Trying to “Search” instead of Query
  36. 36. Future Works
  37. 37. Future Works - Documentation / Localization - Various Customers/Senario - Data Engineer / Integrator / Digital Marketer - Digital Marketing? Gaming? EC? - Efficient Support Tool - For Log Analytics - For Workflow Analytics - Global Team’s collaboration - US / Japan / Korea - Sales / Customer Success / Solution Architect
  38. 38. We’re Hiring!! https://jobs.lever.co/treasure-data/50be49f1-0194-41ac-9c99-756e02ff1dda

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