In this presentation I would like to talk about my experience as a software production support engineer. For over 7 years I have been supporting software in various degrees and have developed some insights I feel would be helpful to others.
In the talk I will cover the most vital aspects of software production support and include some of the more memorable stories, with the lessons learned.
Put on the right hat: Assuming the role of a support engineer
Ask questions: Getting to know the problem
Have your tools ready: Being ready for analysis
Trust your team: Code reviews, quality assurance and best practice are your friends
Take downtime: Ensure you recover
I have written a blog about this topic and prepared the slides in advance: https://qbalsdon.github.io/soft/skills/2020/11/05/prod-support-intro.html