Give me a list of things to enable a support team on their technical strengths


Answer: 1) Setup a daily stand up that becomes a platform for people to discuss their challenges. This platform will be a significant source of technical brainstorming. It enables people with technical competencies to guide the person asking for help. At the same time it allows for every one else to get familiar with an issue and its solution even if they haven't experienced it yet. Culturally this should be a judgement free zone. It should eliminate inhibitions to raise challenges.

2) Setup a cadence (weekly, bi weekly, monthly) for members of team to discuss their most interesting customer issues. They should cover the problem statement, symptom, assessment/diagnosis of the issue, approaches to solve the problem. The last piece around approaches to solve the problem is key as it equips others to incorporate effective options in their troubleshooting toolbox

3) Collaborate with product managers to setup a broader feature level enablement cadence.

4) Create mentorship programs where junior members can shadow seniors on their customer calls and learn technical cops as well as communication cops by just being a fly on the wall.  At the same time seniors should shadow juniors on their customer calls and give them direct feedback on what needs to be improved