Building a user-centric Ops, support, and engineering team
The old wisdom about keeping engineers away from customers is bunk. Your product team may be experts on the customer perspective, but everyone can benefit from developing user empathy. Using the Heroku Postgres team as a case study, Peter van Hardenberg explains how to build a highly scaled organization with world-class operations and support and a deep appreciation for the challenges users face.
| Talk Title | Building a user-centric Ops, support, and engineering team |
| Speakers | Peter van Hardenberg (Heroku) |
| Conference | Velocity |
| Conf Tag | Build resilient systems at scale |
| Location | Santa Clara, California |
| Date | June 21-23, 2016 |
| URL | Talk Page |
| Slides | Talk Slides |
| Video | |
The old wisdom about keeping engineers away from customers is bunk. Your product team may be experts on the customer perspective, but everyone can benefit from developing user empathy. Using the Heroku Postgres team as a case study, Peter van Hardenberg explains how to build a highly scaled organization with world-class operations and support and a deep appreciation for the challenges users face. This talk is aimed at people who are tasked with building teams that operate 24×7 cloud services that are critical to their customers’ businesses, but any team that cares about their customers’ success will find that these techniques can be adapted to their domain. Topics include:
