Sleeping with one eye open: Experiences with production support

By Quintin Balsdon

Elevator Pitch

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: