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 about GraphQL for hours, look...

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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:...

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