What a support engineer actually is

You send an email or start a conversation with your favorite SaaS company. Quite often, you will talk to someone with a position of “Support engineer”. For a small minority, they certainly deserve to be called “engineers” – they can talk...

You don’t need a “support champion”

  Your product starts growing, the inbox is a bit overwhelming, customers want faster replies, and you obviously deduce you need someone to help you. The most common and unfortunate choice is finding the popular “support champion”, someone...

Top 9 Must-Have Tools for WordPress Developers

WordPress is currently the fastest growing CMS software. Initially, WordPress was largely associated with blogs as its main functionality was to allow easy blog experience. Yet, over time, its developers expanded its functionality to allow the creation of more...

Empathy is not everything

If you have an issue and ask for help in a tech startup, you will see bright, happy, shiny faces. That is always great, and we all love a warm conversation, but the industry as a whole got used to the idea that all customers want is someone enthusiastic and friendly:...