As a Director, I am trying to understand the operational gaps in Product Support Teams.
In SaaS, the same feature is getting used by 1000+ clients around the globe. Edge cases are critical, time consuming and rely on experts most of the time. The expert support engineer put their extra effort and expertize to solve those edge cases. Over the time, the team annoy that expert lot when it comes to edge cases.
Situation is same but the expert mindset is not. We asked to document the edge cases how the expert is solving it and share it to the team to reduce the burden of relying experts. Unfortunately, in support as we all know its difficult to take the time out.
how do you ensure that once a complex ticket is solved, the same thinking doesn’t get repeated again by another engineer weeks/months later?
