X.5.5 · Skill in Collaboration

Working with support

Treating support as a partner and a source of insight.

Support teams see every rough edge. A good relationship means fast escalation paths, tools that help them, and engineers who follow up. Some companies put engineers in a support rotation for this reason.

Your status · Working with support

Not startedLearningComfortable

Saved in this browser only. It colours this skill's tile on your map.

Resources

articleStart here
Doing support makes you a better engineer ↗
PostHog · 8 min
Why engineers at PostHog answer support tickets, and what it teaches them about the product.
articleStart here
Put your engineers on support ↗
Aha! engineering · 8 min
How a support rotation works when every engineer, including leadership, takes a shift.
articleGo deeper
Should engineers do customer support? How we built our support rotation ↗
Inngest · 2026 · 6 min
The costs of engineers on support and the two-tier rotation one team adopted to protect focus.

Tools

none yet

Tools for this topic are being researched.