Working with support

Forward deployed engineering (FDE) sometimes picks up ad hoc support tickets. They're part of new hire onboarding, and they're an easy way to get time with customers. You'll learn what customers run into and get better at working and communicating with them.

When you pick up a ticket, you're working as support, not FDE. Stay on the support side of the boundary between support and FDE.

Prerequisites

• Read through how our PostHog support team works.
• Before your first ticket, do the support hero training with a support engineer. It covers where tickets live, how to claim one, and how to reply.
• Let the Support team know in the #team-support Slack channel that you'll be picking up tickets as part of your onboarding.
• Ask in #team-fde which ticket view to pick from. Choose tickets in the products areas customers typically bring to FDE, like feature flags, migrations, and instrumentation.

Assigning tickets to yourself

To get started, assign yourself a new ticket from the support shared queue. Once a ticket is assigned to you, the rest of the support team won't see it, so no one else will pick it up. You can handle this in one of two ways:

• Keep the ticket assigned to yourself. Watch for customer replies and stick to the target response times.
• Assign it to yourself only while you work on it. This avoids duplicate effort. Once you've sent your response, assign it back to Team Support.

Either way, aim to own each ticket you pick up from start to finish. Before you send an answer, ask another FDE team member to review it.