Support: The Final Frontier
by Evan Machnic
So many companies are writing some kickass applications these days. They put months into designing, developing, and scaling the applications. After the applications are out in the wild, these companies also come to the realization that they have not thought about one of the most important parts: support for the applications. This talk focuses on one a very important but often neglected part of a company and ways to make sure you can have an awesome Support organization.
I have been working with Ruby since 2008 and currently work in Application Support at Engine Yard. We support some very large customers and ensure that they're applications meet their customers' demands.