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From YouTube: Tackling Customer Issues in Cloud-Native Environments
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A
A
Customer
issues
happen
to
all
of
us
and
when
it
hits
it
impacts
an
entire
company.
It's
not
just
something
that
the
r
d
teams
deal
with,
because
it's
so
critical
for
companies
to
get
right.
It's
often
one
of
the
most
important
responsibilities
of
developer
teams,
ensuring
that
we
know
how
to
tackle
customer
issues
with
that
added
complexity
of
running
on
cloud
native
environments
is
super
important
for
the
success
of
any
company,
large
or
small.
A
A
I
grew
up
in
new
zealand
and
I
currently
live
in
tel
aviv
and
I've
been
fortunate
to
work
with
many
different
types
of
companies
all
over
the
world.
Over
the
years
I
have
a
phd
in
engineering
and
the
thing
that
I
enjoy
the
most
is
working
in
that
sweet
spot
between
people
and
technologies,
seeing
how
we
can
make
the
most
out
of
leading
edge
technologies
and
innovations,
and-
and
I
mainly
focus
on
how
we
can
make
sure
that
the
technologies
that
I
developed
actually
end
up
adding
value.
A
This
takes
me
to
this
talk
tackling
customer
issues
and
cloud
native
environments.
This
is
a
really
important
topic
that
we
should
all
aim
to
be
better
at
every
day.
So
I
want
to
set
the
scene
for
the
talk.
Imagine
you're
on
holiday,
you've
waited
a
year
and
a
half
to
go
on
this
holiday.
You've
enjoyed
lockdowns
toilet
paper
shortages
managed
to
finally
get
a
covered
vaccine
and
even
did
all
those
pcr
tests
in
order
to
board
the
plane.
A
A
Your
platinum
client,
the
one
that
the
business
team
has
been
harping
on
and
on
about
that
they'll
extend
their
contract
soon
has
just
reached
out
to
your
cto,
saying
that
they
can't
use
your
product.
Their
user
management
component
is
completely
down;
no
one
can
access
it
and
it's
preventing
them
from
using
the
product
properly.
A
A
A
When
this
happens
to
everyone,
ask
any
developer
anywhere
and
they'll
tell
you
that
they
spend
a
significant
amount
of
time
solving
bugs.
In
fact,
I
actually
came
across
a
study
not
too
long
ago
that
found
that
75
of
developer
time
is
spent
on
solving
bugs.
A
When
we
look
at
customer
related
issues,
the
stakes
are
even
higher
and
we
need
to
make
sure
that
we
know
how
to
tackle
those.
Now.
I
know
that
as
developers
we
do
a
lot
and
more
often
than
not,
we
sign
up
for
the
job
to
write
new
shiny,
innovative
codes,
but
the
reality
is
that
we
need
to
spend
a
significant
portion
of
our
time
actually
putting
out
fires.
A
A
lot
rise
on
this
form.
A
lot
rides
on
this
from
a
business
point
of
view,
especially
for
smaller
companies.
You
know,
if
you
look
at
a
large
company,
say
it's
like
google
or
facebook.
They
have
major
outages
as
well
and
it's
it
makes
it
all
over
the
news
all
of
the
forums
and
it
frustrates
people,
but
more
often
than
not
the
next
day.
No
one
remembers
the
companies
move
on,
but
if
a
small
startup
has
a
major
outage,
they
could
spell
the
end
of
it,
especially
when
a
key
client
is
involved.
A
A
Well,
the
success
of
the
business
relies
on
our
customers
having
a
great
experience.
After
all,
customers
are
the
ones
that
dictate
sales,
which
is
what
drives
revenue.
If
we
have
happy
customers,
they'll
renew
their
contracts,
they'll
expand
the
business
with
us
and
we'll
grow
our
revenue
if
they
like
what
we
deliver
and
trust
our
teams
and
products.
They'll
tell
us
about
what
we
do,
and
this
will
give
us
a
strong
reputation
in
the
industry.
They'll
tell
all
their
friends,
and
this
will
drive
even
more
sales.
A
These
four
components
rely
on
having
the
customers
face,
a
minimal
amount
of
issues
and
when
they
do
having
these
addressed
quickly,
you
ask
yourself:
how
did
we
get
to
this
point?
We
have
a
team
of
talented
engineers,
the
company's
been
around
for
a
number
of
years,
and
here
I
am
putting
my
sunbathing
lotion
on
and
I
can't
continue
going
to
the
beach,
because
I
have
to
figure
out
a
critical
issue.
A
This
could
literally
make
or
break
our
company.
So
first
of
all
fear
not
you're
not
unique
to
this
position,
but
I
do
hope
that
you'll
find
more
use.
What
you'll
find
more
useful
to
hear
is
that
there
are
several
ways
in
which
we
can
deal
with
this
better,
and
this
will
help
us
tackle
customer
issues
better
in
the
future,
but
before
we
even
delve
into
any
of
those
details,
let's
really
understand
what
has
changed
over
the
last
few
years.
A
We
are
developing
unique
codes
and
incredible
speeds.
Our
environments,
technologies,
stacks
whatnot,
are
continuously
changing
and
evolving,
and
it's
hard
to
maintain
everything
working
orderly
all
the
time
when
something
new
is
introduced,
we
need
to
learn
it,
implement
it
and
track
it,
and
there
are
many
things
that
change
that
are
beyond
our
control.
A
A
What
also
contributes
to
the
challenges
is
that
the
code
is
running
on
cloud
now,
don't
get
me
wrong.
The
move
to
cloud
is
one
of
the
greatest
and
most
exciting
shifts
we've
seen
in
our
careers,
but
it
makes
for
many
many
challenges
and
we
all
know
and
love
the
benefits
that
cloud
can
bring
it's
flexible
and
scalable.
A
A
A
A
recent
idc
study
indicated
that
by
2024
production
grade,
cloud
native
apps
will
extend
from
to
70
from
10,
and
this
is
of
all
apps
in
2020.
That's
a
massive
increase,
and
this
is
the
result
of
increased
adoption,
microservices
containers,
dynamic,
orchestration
and
devops
technologies.
A
A
There
are
also
other
challenges
associated
with
cloud
native
environments,
and
these
are
often
centered
around
debugging
when
you
spot
an
issue,
be
it
by
yourself
or
your
client
telling
you
that
there's
something
wrong.
It's
often
difficult
to
understand
what
is
truly
happening
there
you
see
by
moving
your
services
to
the
cloud
you
essentially
gave
up
some
of
that
control.
A
Now,
if
the
tech
challenges
weren't
enough,
there's
a
list
of
other
challenges
that
I'm
sure
you're
all
familiar
with.
First
and
foremost,
when
your
customer
raised
the
flag
about
the
issue,
they
probably
said.
One
thing
you
understood
something
else
and
was
actually
happening
was
different
altogether.
A
A
We
work
with
different
tools,
use
different
terms
and
have
different
expectations,
and
today
the
fact
that
you're-
probably
not
working
in
the
same
space,
let
alone
the
same
country.
If
you
add
time
zones
into
the
mix,
you
can
have
a
real
hard
time
getting
the
complete
picture
of
the
situation
quickly
internally.
There
are
other
challenges
that
we
need
to
deal
with
with
any
critical
customer
issue
comes
a
lot
of
pressure
from
the
business
and
sales
teams.
They
want
a
deal
to
go
through
and
that
stress
is
oftentimes
passed
on
to
the
developers.
A
A
The
important
thing
is
to
learn
how
to
deal
with
it
by
building
processes
that
better
enable
you
to
handle
these
situations
when
they
do
arise
as
engineering
leaders,
whether
you're
in
a
managing
position,
a
change
maker
or
someone
who
wants
to
ensure
that
you
and
your
colleagues
will
be
able
to
deal
with
bugs
better
next
time
they
pop
up.
There
are
many
things
that
we
can
start
implementing
here,
I'm
going
to
split
them
into
two
two
sections,
the
first
being
processes
and
behavior
improvements
that
we
can
make
and
the
second
focusing
on
technical
aspects.
A
A
A
A
product
manager
is
vital
in
these
decisions,
as
they
often
have
the
high
level
overview
of
all
initiatives
that
are
taking
place
in
saying
that
it's
still
important
for
everyone
else
in
the
company
to
understand
how
and
what
to
prioritize
to
do
this
successfully.
You
first
need
to
know
and
agree,
and
what
the
high-level
goals
are.
A
Whatever
that
level
goal
is,
everyone
needs
to
be
in
sync
to
it,
then,
when
you
stumble
across
an
issue,
you
can
evaluate
its
priority
and
decide
how
much
time
you're
going
to
put
towards
it.
For
example,
if
the
company's
current
number
one
goal
is
to
expand
to
new
clients,
but
naturally
releasing
a
new
feature
which
will
get
new
clients
is
more
important
than
fixing
a
bug
for
an
existing
one.
A
A
A
Perhaps
it
will
just
be
fine
to
tell
your
customer
that
they
need
to
wait
an
extra
two
days
before
the
team
will
look
at
the
bug.
A
Next,
we
have
the
ever
important
client
communication
management
working
closely
with
the
client
is
paramount.
They
are
going
to
be
the
ones
providing
you
with
additional
information
which
will
help
you
debug
the
issue,
and
once
you
have
a
solution
in
place,
you'll
probably
need
their
involvement
to
deploy
more.
So
the
way
you
communicate
with
a
client
will
impact
the
way
they
feel
about
the
situation,
and
it
will
probably
shape
the
relationship
going
forward
now,
once
a
client
alerts,
you
of
an
issue,
you
need
to
stay
in
close
contact
with
them.
A
First
acknowledge
that
you
receive
their
concerns
from
that
point
forward.
It's
important
to
get
consensus
on
what
to
tell
the
customer
and
when
how
transparent
you
want
to
be
the
frequency
of
updates
and
what
you
share
with
them.
This
will
change
from
client
to
client
based
on
who
they
are
and
your
existing
relationships
with
them.
A
A
What
helps
a
lot
with
ensuring
that
client
communication
is
managed.
Well,
is
having
a
single
point
of
contact
for
the
client.
The
person
who's
worked
most
closely
with
a
client
should
be
the
one
leading
conversations
you
should
always
avoid
having
different
people
from
your
team
reach
out
to
their
client
whenever
they
have
questions
and
updates.
A
A
A
A
It
lets
you
plan
ahead
for
similar
events
before
you
have
to
enter
into
stressful
situations.
Again,
it
essentially
means
that
you
won't
be
beaten
by
the
same
snake
twice
within
the
post-mortem
or
interceptor
process.
Your
team
will
have
a
way
to
share
their
experiences
and
learnings
with
everyone
else
in
the
team.
Ultimately,
this
builds
stronger,
more
cohesive
teams.
A
Tools
can
give
you
visibility
into
what's
happening
now,
how
your
clients
are
using
your
product,
the
level
of
performance,
resource
use
and,
probably,
most
importantly,
visibility
into
what
you
wouldn't
be
able
to
see.
Otherwise,
this
visibility
is
critical
and
crucial
in
order
to
sustain
your
ability
to
serve
whoever
you
need
to
serve
so
that
they
have
a
seamless
experience
and
don't
perceive
don't
react
to
any
outages
now.
These
are
probably
not
new
to
you,
but
it's
important
to
look
into
them.
A
After
all,
any
improvements
you
make
will
have
significant
benefits
down
the
line.
So,
let's
look
into
these
now.
One
thing
to
know
is
that
most
of
these
tools
and
techniques
help
us
identify
issues
and
resolve
them
earlier
in
the
development
cycle,
and
it's
really
important,
because
the
earlier
will
resolve
an
issue,
the
cheaper.
It's
going
to
be
we're
going
to
have
to
spend
less
time
and
effort,
fixing
it
and
we'll
avoid
more
major
issues
later
on.
A
A
A
A
A
Now
we
need
to
make
sure
that
we
use
the
right
log
level.
When
do
we
want
to
log
messages?
When
do
we
want
those
log
messages
to
be
printed
at
what
situations,
and
this
is
a
balancing
act
and
it's
tricky
knowing
exactly
where
and
it's
something
that
comes
with
practice,
but
it
will
help
you
filter
out
logs,
which
may
not
be
so
relevant.
A
A
A
A
The
reason
why
monitoring
proactively
can
be
really
useful
when
working
with
customers
is
because
we
can
often
pick
up
on
an
issue
before
the
client
notices.
It
say,
there's
an
error
somewhere
where
the
information
isn't
being
sent
over.
If
we
can
note
it
first
through
our
monitoring
setup,
we'll
be
able
to
fix
it
quickly,
and
maybe
the
customer
won't
even
notice
it.
A
Now
this
last
section
focuses
on
leveraging
tools
that
will
help
you,
when
you
do
spot
an
issue
in
the
cloud
environment
tools
like
live
debuggers
that
enable
you
to
capture
debug
data
from
your
application.
That's
running
in
production
you'll
be
able
to
place
a
breakpoint
and
start
collecting
data
without
having
to
break
your
code
more
so.
The
data
that
you're
collecting
is
coming
directly
from
the
cloud
environment
itself.
A
After
all,
bugs
are
inevitable,
but
at
least
you'll
be
able
to
do
all
the
groundwork
early
so
that
you
can
enjoy
your
next
holiday
more.