tech-evangelism VS support

Adding my thoughts to resources shared in https://news.ycombinator.com/item?id=30005358

> I think we’re I’m going is, when we see “Hi it’s Jon/Jane from gitlab …” is it a developer taking time out of their day to respond or is it a full time marketing person?

When you see someone writing "Hi, Michael from GitLab here" it is not always a Developer Evangelist or a Community Relations team member. Everyone at GitLab can join the conversation here on Hacker News :)

John shared this thread with all team members in Slack, and Chad Wooley joined to answer the question how the handbook is built in https://news.ycombinator.com/item?id=30043995 Another example is Lyle Kozloff helping answer a support related question in https://news.ycombinator.com/item?id=30015461

You will see the Developer Evangelism team engage more often, as it is defined in the responsibilities (https://about.gitlab.com/handbook/marketing/community-relati...). The team currently covers PT, ET, CET timezones. I am located in Germany, CET.

> Devrel and evangelist is that a full time job or is it something a developer gets time off to do?

Developer Evangelists at GitLab have an engineering background, everyone has their own experience and preferences though. For example, I feel much more confident in C/C++, Go and Python, and want to learn Ruby on Rails, and Rust.

Potentially there's room to go more into detail in the team members overview: https://about.gitlab.com/handbook/marketing/community-relati... - all team member profiles are linked, where more social profiles are available. I'm using 'dnsmichi' nearly everywhere, keeping things simple.

Speaking for myself:

I was a maintainer of an OSS monitoring tool from 2009-2020, and love diving into backend engineering and Ops topics. At some point, I was doing development, community building, support, social media and marketing. And a bit of Developer Relations with speaking at events. This did not work out so well in 2019 in my previous job doing all of that, where other companies have different teams and multiple people for.

Then I saw the Developer Evangelist role at GitLab later in November 2019 in a tweet from Sid (https://poly.work/h/11Rk7Jqw), and toyed with a full time job, switching gears from full-time development to full-time developer relations / advocacy / evangelism. Friends had gone on their adventure too, Philipp Krenn from Elastic has been a great role model.

I made ambitious plans and took many notes in https://gitlab.com/dnsmichi/tech-evangelism preparing for my role, and got an offer to join GitLab in March 2020. It's been an exciting, wild ride in the past ~2 years. Not everything went well - I learned a lot from a comparison blog post discussed here on HN, and keep reflecting on how we can create better helpful content for everyone to benefit. Details in https://www.polywork.com/dnsmichi/highlights/a6f10cbf-515d-4...

I'm doing many things, sometimes too many, requiring me to refine scope and focus on the important topics. For example, 2022 will be a strong theme for Observability and OpenTelemetry, app instrumentation for developers and CI/CD Observability. I've started activities with launching a new community learning website on https://o11y.love/ and feature implementation ideas for CI/CD Observability in https://gitlab.com/gitlab-org/gitlab/-/issues/338943

A general problem in Developer Relations can be the feeling of not being successful, sometimes also called "imposter syndrome". I never thought that it could reach me, though I am reflecting on how to avoid these situations and keep writing my own "diary" / "log" in a timeline what I do. There are often small highlights which can make your day :) I have shared thoughts about it in a blog post which also dives more into Developer Relations activities: https://dnsmichi.at/2022/01/20/how-polywork-helps-devrel/

Hope this insight into my story and motivation helps :)

Not OP but strace gives you a ton of info even if you filter by syscalls with -e. You really need something like https://gitlab.com/gitlab-com/support/toolbox/strace-parser to get information like what this seems to provide out of it.

Hi @atonse - I'm a Senior Manager at GitLab Support. I appreciate you taking the time to put together your feedback. I'm happy to discuss the particularities of your support experience if you send me an email at lkozloff[at]gitlab.com

There's a couple of general points though that I'd love to comment on.

> Why can't I just SSO using my GitLab credentials into Zendesk?

I'd love to have this as well - it makes complete sense (especially for our SaaS customers - it wouldn't help as much for self-managed). In order to get it implemented we need GitLab.com to become a SAML or JSON Web Token source. We have an open feature request for that here: https://gitlab.com/gitlab-org/gitlab/-/issues/238419

Even with that implemented we'd still have some challenges identifying who should be getting support without occasionally asking for proof of a support contract. As you said, you're part of multiple GitLab groups. It's well possible that some of those are on our Free tier and others on Paid tiers. In some contexts you'd be eligible for Support, and in others you might not be.

Usually this speed bump only hits the first time you contact support. Once you've opened a ticket we'll have you linked up correctly.

Recently I've been working on improving contact management and making sure customers are aware of what they can do to make their first support ticket the best experience it can be. You can track that effort in https://gitlab.com/groups/gitlab-com/support/-/epics/156

> Why use terms like "Support Entitlement" – just say, which org/group are you with?

We have to consider both our self-managed customers and SaaS customers with our language. For GitLab.com customers naming a path completely works (and is one of the ways you can prove your entitlement: https://about.gitlab.com/support/managing-support-contacts.h...). For Self-managed we have to map account names exactly and need a bit more as some organizations have visibility of tickets between users, in which there may be sensitive data.

I think you're right that it could sound more human. I've opened up https://gitlab.com/gitlab-com/support/support-team-meta/-/is... to discuss improvements.

If you have any thoughts, feel free to participate!

Full disclosure, I have some rather strong feelings about telemetry on gitlab and the implementation process itself.

-----------------------

I originally posted a different issue labeled "Pseudonymization MVC Rollout Plan"[1] but that issue went private rather quickly after appearing here. Sadly it wasn't archived.

To keep this issue from just going private, it (and some other relevant issues) have been archived: http://web.archive.org/web/20211012193943/https://gitlab.com...

There is atleast one more telemetry related issue that[2] has had their access limited after being mentioned in the feedback thread.

Also, I'd recommend checking out:

* the last telemetry attempt from 2019: https://gitlab.com/gitlab-com/www-gitlab-com/-/issues/5672

* feedback from last time: https://gitlab.com/gitlab-com/support/support-team-meta/-/is... & https://gitlab.com/groups/gitlab-org/-/epics/2280

* self-hosted instance telemetry(operational data section) that is already live and has a pretty severe dark pattern for opting out: https://about.gitlab.com/blog/2021/07/20/improved-billing-an...

[1] - https://news.ycombinator.com/item?id=28840685

Training used for support personnel: https://gitlab.com/gitlab-com/support/support-training/-/tree/master/.gitlab/issue_templates