►
From YouTube: AMA - Being a Senior Support Engineer APAC/AMER 2023
Description
Ask me anything session with Senior Support Engineers.
B
A
The
format
today
is
I
will
take
the
questions
from
the
pool
and
the
document
and
we'll
go
through
them.
I'll
ask
them
and
then
and
Anton
can
give
us
their
sort
of
one
minute
response,
and
if
anyone
does
have
follow-up
questions
to
ask
feel
free
to
jump
in
and
we'll
just
see
how
that
we
get
through
the
questions
today.
A
So
if
that
all
sounds
okay,
we'll
just
go
through
them
in
order
and
I'm
just
going
to
copy
them
from
the
pool
down
into
the
meeting
section
as
we
go
so
the
first
question
and
I
guess
we
can
start
with
you
and
top
is
how
often
do
or
did
I
guess
do?
Or
did
you
update
your
promotion
document
and
do
you
keep
track
of
your
wins
as
you
go.
C
Thanks
Justin,
so
in
terms
of
how
often
I
kept
my
promo
doc
updated,
it
really
depends
so
it's
more
of
a
when
the
situation
arises.
So
if
there's
anything
notable
like
discretionary
bonuses
or
you've
received
a
thanks
in
the
thanks,
Channel
or
you've
done
something
really
cool
like
built,
a
complimentary
project
that
you've
shared
with
the
team.
Those
are
the
types
of
things
I
like
to
keep
a
record
off,
and
especially
anything
in
slack
so
because
of
the
90-day
retention
policy.
I
just
take
a
screenshot
of
the
conversation
or
the
reacts
as
such.
C
The
other
thing
to
keep
in
mind
is
a
lot
of
our
work
is
transparent
with
you
know,
issues
and
Mrs
and
gitlab.com.
So
if
you've
been
working
on
bug,
fixes
or
documents,
it's
all
there,
so
I
never
really
tracked.
All
of
that,
because
when
it
comes
to
writing
your
promo
book
for
real,
it's
already
there
for
you
to
search
up
so
yeah.
D
I
sort
of
would
leave
myself
a
very
rough
draft
of
like
where
what
I
was
thinking
or
the
approach
I
was
trying
to
think
about
taking
in
terms
of
the
paragraph,
and
that
was
more
just
my
personal
pointers,
so
for
a
very
long
period
of
time
it
was
very
rough
of
just
like
did
this.
Did
this
and
then
tried
to
roughly
match
it
to
some
of
the
credit
values?
D
But
it
took
a
lot
of
refinement
for
me
over
time
in
iteration
to
actually
get
it
to
a
point
where
it
was
ready
to
go,
but
I
I
think
it'll
vary
from
person
to
person,
but
I
think
for
some
people
they
may
find
it
useful
to
do
like
a
30
minute,
45
minute
retro
at
the
end
of
the
week
or
every
two
weeks.
Think
about
really
think
about.
Like
you
know,
all
this
is
also
good
for
your
mental
health.
A
Great,
thank
you
by
the
way.
I
am
not
writing
down
notes.
I
saw
Addie
was
typing
some
notes
in
there,
but
I'm
going
to
go
back
and
listen
to
this
at
the
end
and
update
the
questions.
Just
in
case
of
the
answers
are
just
in
case.
You
thought
I
had
completely
forgotten
without
that
all
right.
Thank
you
both
for
the
answer
that
one
Let's
move
on
to
number
two,
and
you
can
start
with
this
one,
which
is
quite
a
big
question,
really
open-ended
question
yeah.
D
Yeah,
it's
definitely
interesting.
I
mean
this
has
been
my
first
experience
in
a
bigger
organization.
So
the
fact
that
there's
very
much
a
differential
between
the
sort
of
two
roles
was
something
that
I
had
to
sort
of
adjust.
I've
previously
worked
in
small
organizations
or
sort
of
everyone
was
sort
of
doing
a
little
bit
of
everything,
so
everyone
was
almost
a
little
senior
in
a
way.
So
the
separation
of
roles
was
something
I'm
still
I
still
try
to
adjust
to.
Even
to
this
day
the
biggest
difference
to
sort
of
go
off.
D
The
bat
is
definitely
trying
to
facilitate
and
and
and
help
everyone
rise
up,
I
guess
to
to
a
level
that
you
would
really
want
them
to
see.
So,
for
that
is,
is
you
know,
I
try
and
make
sure
I'm
available
in
the
crush
sessions.
I
might
not
have
the
answer,
but
I
might
at
least
be
able
to
point
someone
to
the
right
path
and
stuff
like
that,
as
well
as
just
trying
to
be
sort
of
like
a
I.
D
A
E
That's
what
I
was
here
for
so
yes,
I'd,
been
thinking
over
how
I
or
the
differences
between
support,
engineer
and
Senior
support
engineer,
and
a
lot
of
it
is
stuff
that
I,
just
normally
enjoy
doing
like
helping
out
my
colleagues
and
tackling
difficult
technical
problems,
and
so
a
big
part
of
the
promotion
for
me
was
really
just
Gathering.
The
evidence
that
I
was
doing
all
of
the
above
and
then
putting
that
in
a
promotion
document.
I,
I
kind
of
feel
like
a
decent
portion
of
the
senior
support.
A
C
I
think
one
of
the
main
differences
just
extending
on
what
Ben
and
Duncan
have
already
talked
about
us.
You
do
focus
a
lot
of
your
time,
assisting
and
helping
others
on
the
issues
that
they
face.
So
you
know,
as
as
Ben
said,
you
don't
need
to
know
the
answer
to
everything,
but
if
you
know
how
to
move
something
forward,
that's
really
powerful
and
actually
instilling
that
knowledge
with
intermediate
support
Engineers
as
well
on
how
they
can
actually
seek
the
answers
themselves.
C
So
one
of
the
things
I
like
to
do
as
a
senior
is
kind
of
seek
out
the
subject,
experts
within
the
support
team
and
really
get
to
understand.
You
know
the
capabilities
there
and
also
build
relationships
with
the
product
team.
So
you
know
if,
if
you
do
get
to
a
point
where
you've
exhausted
all
the
Avenues
and
support,
you
can
approach
a
specific
product
team
and
if
you
have
a
relationship
with
the
backend
Engineers
already,
it
definitely
makes
troubleshooting
problems
a
lot
more
seamless,
so
yeah.
A
A
C
C
I
could
tell
I,
wasn't
sure
if
I
could
help,
but
it's
all
about
raising
your
hand
and
saying
that
I'm
going
to
give
it
a
go
anyway
and
maybe
I'll
learn
something
and
while
I
wasn't
able
to
immediately
help
the
customer
I
did
know
who
to
seek
out
and
bring
on
to
the
court.
Help
me
out
and
actually
like
heart
is
on
the
core
right
now
and
he
assisted
in
that
call
as
well.
So
you
know
just
having
that
ability
to
you
know,
go
in
get
your
hands
dirty
and
also
bring
in
the
people.
A
E
First,
at
this
time,
I'm
not
working
towards
staff
support
engineer
not
because
I
don't
want
to
do
it
just
because
at
the
moment
I'm
still
getting
my
head
around
feeling
like
I'm,
fully
doing
the
senior
support
engineer
thing,
because
I've
only
been
here
a
couple
of
months
now
and
I'm
figuring
out
what
I
would
want
my
next
career
move
would
be
because
you
know,
staff
support.
Engineer
may
be
a
little
bit
broader
than
I'm
looking
for
I'm
I'm,
not
sure
at
this
point
need
to
grow
into
the
senior
role.
A
C
So
this
question
has
been
asked
so
many
times
amongst
myself
and
my
peers.
So
for
those
that
don't
know,
I
was
previously
a
developer
before
I
joined
the
support
team
at
get
lab
within
the
next
year,
I'm
looking
to
advance
my
career
in
terms
of
deciding
if
I
want
to
return
back
to
development,
if
that
eventuates
up
perfectly
love
to
stay
with
get
lab,
but
you
know
once
I've
kind
of
decided
if
I
want
to
pursue
that
or
not
yes,
I
definitely
will
be
pursuing
stuff
and
moving
rapidly
towards
that.
D
So
I
previously
described
discussed
this
in
some
APAC
calls,
but
I'm
trying
to
see
if
we
can
heavily
start
using
level
up
as
a
training
system
and
stuff
like
that
so
I'm
thinking
that
could
be
my
dri
for
the
time
being
so
that's
been,
my
primary
focus
would
definitely
start
thinking,
maybe
about
staff
further
down
the
line,
but
for
now
I'm
very
comfortable
I
think
with
with
trying
to
make
sure
I'm
being
as
senior
as
possible.
I
think.
A
Yeah,
thank
you
and
I
guess
we
should
I
mean
I,
should
point
out
that
I
mean
there's
no
expectation
that
people
will
always
be
wanting
to
progress
either
through
the
different
roles
is
perfectly
fine
to
just
stay
on
to
be
a
intermediate
or
a
student
support.
Engineer
I
enjoy
that
work
and
I'll
just
continue
to
get
as
good
as
I
can
all
right.
A
A
So
so
how
long
did
it
take
you
from
the
site
and
yes,
I
will
be
going
for
that
promotion
to
handing
in
the
finished
promo
Doc
and
how
long
did
it
take
to
arrive
at
the
yes
decision?
I
am
wondering
if
that
means
that,
yes,
you
are
going
to
get
promoted
decision
by
others
or
else
yeah
how
you
choose
to
interpret
that
question
and
probably
as
well.
A
If
you
could
ask
answering
this
one,
just
the
thought
processes
that
went
into
deciding
to
go
for
a
promotion,
whether
that
was
something
that
you
did
off
your
own
bet,
whether
it
was
something
your
manager
encouraged
you
to
do,
or
it
was
a
mutual
decision
between
different
people.
So
that
sort
of
thing,
if
you
could
start
with
that
one
and
maybe
end
time
if
you
could
start
this.
C
You
sure
Justin.
So
this
is
an
interesting
question
for
me.
It's
my
manager
first
raised
the
question
on
whether
or
not
I'd
pursue
being
a
senior
and
I
kind
of
just
laughed
about
it,
because
I
was
like
yeah
right,
I
could
never
appear
senior
and
I
think
a
lot
of
imposter
syndrome,
and
you
know
just
my
confidence-
wasn't
really
up
to
par
at
that
point
and
I
think
I
just
kind
of
treated
it
like
a
joke
at
the
time.
C
While
I
was
kind
of
in
lingo
over
many
months
and
while
I
was
collecting
the
evidence
to
support
the
promo
doc,
I
mean
there
was
just
at
one
point:
I
just
decided,
you
know,
there's
there's
a
more
crude
way
that
I
thought
about
it,
but
a
nicer
way
of
saying
it
is
what
do
I
have
to
lose?
I
might
as
well
give
it
a
go
and
once
I
actually
wrote
The
Promo
doc.
C
It
took
me
probably
just
under
a
day
from
start
to
finish,
because
I
had
built
up
all
that
evidence
already
and
I
was
like.
Oh
wow,
look
at
all
this
cool
stuff.
I've
done,
you
know,
look
at
the
impact
I've
had
on
the
team,
and
then
it
was
just
at
that
moment.
I
realized,
oh
wow.
Actually,
I
could
do
this
and
I've
had
many
of
my
peers.
Tell
me
Anton
you're
a
senior
you've
been
performing
at
a
senior
level.
You
should
like
officiate.
It
officiate
it.
C
So
you
know
once
I
handed
it
to
my
manager.
Oh
man,
they
were
Overjoyed,
they
were
jumping
up
and
down
because
it
came
out
of
the
blue
and
I
handed
it
to
them,
and
then
within
a
week
you
know
it
goes
through
the
other
managers,
I
believe
to
review
and
yeah
I.
Think
just
with
a
few
tweaks,
it
was
approved
pretty
quickly.
So
yeah
I
was
a
bit
in
shock
at
the
end
of
it,
but
yeah
that
was
my
journey
anyway.
D
D
Having
rough
notes
on
you
know
for
a
future
senior
doc
like
start
thinking
about
what
are
you
doing
as
you're
getting
into
git
lab,
and
you
know
think
about
what
you
could
could
run
up
in
terms
of
hand
like
finalizing
it.
Like
I
said
earlier,
it
took
me
quite
a
while
to
turn
it
from
those
drop
notes
into
something
that
was
manageable.
D
The
ultimate
deadline
I
think
I
had
was.
There
was
like
a
cut
off
date
for
before
the
next
quarter
and
it
was
a
question
of
okay.
Well,
you
either
need
us
a
minute
now,
so
we
get
in
for
this
quarter
or
you
have
to
wait
a
month
and
a
half
before
the
window
opens
again
and
that
was
sort
of
my
life.
My
deadline
too,
okay,
I,
better
polish,
this
up
and
set
it
off
so
yeah.
E
I
think
it
took
me
ages
to
get
the
the
whole
thing
written
up,
because
I
do
not
enjoy.
You
know
writing
up
a
document
that
talks
about
how
I'm
the
most
amazing
thing
since
sliced
bread
and
not
only
am
I
that
amazing
but
invented
the
concept
of
bread
and
slicing,
which
is
the
normal
kind
of
modesty
that
I
go
for.
A
E
I
keep
telling
myself
I
should
try
to
take
slightly
fewer
of
them,
but
then
they
don't
get
picked
up
by
other
people.
So
I
pick
them
up
anyway.
Possibly
should
be
leaving
a
few
more
notes
for
peers
to
work
on
stuff
overall
I
I
mean
honestly
I
feel
like
I'm,
basically
doing
what
I
was
doing
before.
Except
now,
I've
got
a
little
senior
on
my
Chiron
beneath
my
face.
Instead
of
just
saying
support,
engineer.
D
Yeah
look
I,
think
it's
something.
A
lot
of
seniors
have
a
bit
of
trouble
with,
because
it's
almost
expected
that
you'll
re-prioritizing
a
bit
and
and
you're
expected
to
to
shift
the
sort
of
ticket
work
that
you're
taking
on
it.
It's
in
a
spreadsheet,
somewhere,
I
think
where
it
talks
about
the
actual
expectations
of
your
breakdowns.
I
think
it's
in
the
performance
review
sheet
I'll
see
if
I
can
add
that
to
the
agenda
later.
D
How
do
we
get
to
the
next
step?
How
do
we
at
least
get
the
next
reply
out?
So
that's
been
the
most
change.
I
guess,
since
I've
taken
on
senior
I've
definitely
had
to
jump
into
a
lot
more
tickets.
That
I
have
no
knowledge
about,
but
we
need
to
get
an
answer
out
and
we
need
to
at
least
get
to
the
next
reply
and
that's
that's
definitely
been
a
change.
C
Yeah
so
in
terms
of
this
question,
I'm
definitely
doing
less
tickets,
but
that
is
a
direct
consequence
of
assisting
other
Engineers
with
their
tickets
and
getting
them
unblocked.
So
yeah.
The
focus
has
definitely
changed
there.
It's
also
challenging
as
a
senior
to
kind
of
view
your
results
and
impacts
you
have
on
the
team,
because
you
know
you
can't
just
look
at
your
ticket
metrics
for
the
week
and
be
like.
Oh
I've
done
x
amount
of
tickets,
so
you
know
I've
done
a
lot
of
work
there.
A
lot
of
that
work
is
invisible.
C
So
you
know
that's
just
something
to
keep
in
mind
in
terms
of
a
shift,
and
you
know
for
me
personally:
I
tend
to
pick
up
a
lot
of
the
breach
tickets
in
the
queue
and
for
more
or
less
when
I
look
at
them.
I
think.
Maybe
they
were
a
bit
difficult
or
maybe
there
wasn't
enough
time
so
I
like
to
kind
of
clean
those
up
a
bit,
and
you
know
one
of
the
things
as
a
senior
is
managers
are
going
to
ping.
C
A
It's
just
following
up
on
that,
and
this
is
the
question
I
actually
put
in
the
list
today
and
it's
sort
of
following
on
to
what
Ben
is
is
adding
to
the
document
now
about
the
performance
Factor,
it's
very
cheap.
How
accurate
or
use
and
useful
is
the
handbook
information
on
the
SSE
role
when
applied
to
real
life
and
I.
A
Yeah
sorry
I
should
put
the
kids
of
the
page.
I
was
thinking
about
the
next
year.
I
just
knew
there
was
information
in
the
handbook
about
what
seniors
are
supposed
to
do
and
I
was
really
just
trying
to
get
at
so
do
we
follow
that
sort
of
religiously,
or
does
everybody
just
sort
of
do
their
own
thing?
As
far
as
senior
responsibilities
go.
E
I
would
say,
let's
see,
Senior
support.
Engineer
I
mean
like
our
regular
support,
engineer
role,
there's
a
lot
of
things
in
here
that
some
people
will
do
more
of
than
others
like
I,
rather
enjoy
coaching
and
mentoring
folks
and
helping
out
with
tickets.
So
I
will
quite
often
do
that
I've
not
fixed
very
many
customer
impacting
bugs,
because
I
generally
don't
like
diving
into
the
code
and
figuring
out
exactly
how
to
fix
it.
So
I've
done
more
of
the
coaching
and
ticketing
side
and
less
of
the
fixing
actually
fixing
bug's
side.
D
D
D
I
just
get
everyone
else
to
help
sometimes
and
yeah,
like
I,
think
it
similar
what
we
touched
on
before
I
think
it
helps
to
have
some
minor
knowledge
of
the
code,
sometimes
that
you
can
at
least
understand
where
to
look
at
a
problem,
whether
that's
top
down
or
bottom
up,
but
you're
not
expected
to
understand
the
entire
flow.
You
know,
including
how
does
the
database
change
things?
E
You
thank
you
likewise.
You
know
it's
I've
always
been
in
support.
So
I
don't
mind
the
downsides
of
support
and
we
don't
have
24
7
on
call
which
I've
had
to
do
before
where
you
get
woken
up
at
3am
and
it's
like
so
anyway.
Our
DHCP
is
down
and
okay
well,
I,
guess
we're
fixing
it
now
tell
me
what's
going
on.
Let
me
get
my
laptop.
D
D
A
D
A
C
So
you
know
for
those
that
know,
I
I
tend
to
have
recurring
parents
with
everyone
an
Apec
anyway,
and
you
know
that's
really
good
and
then
also
setting
boundaries
on
when
I
can
and
cannot
assist
other
people
yeah,
because
otherwise,
if
I'm,
if
my
attention
is
always
being
divided
and
I'm
being
distracted,
all
the
time,
I'll
never
get
anything
done,
and
you
know
there
are
some
days.
It
feels
like
that.
So
yeah
I
think
structure
is
very
important
to
ensure
that
you
don't
get
too
well.
C
A
B
E
You
know
I
I,
realize
I,
keep
saying
this,
but
fairly
similar
to
what
it
was
like
before
some
days
I
come
in
and
it's
like.
Oh
look,
there's
half
of
my
tickets
that
require
updates
and
three
quarters
of
them
require
actual
substantive
updates.
I
was
really
hoping
these
people
would
fix
their
problems
and
fix
the
you
know,
I'm
helping
them
help
themselves.
Why
aren't
they
helping
themselves
more?
It's
very
disappointing,
but
yeah.
The
biggest
thing
is
the
the
the
stress
points
remain
the
same.
It's
just.
E
A
A
I'll,
stick
with
you
jacket.
Do
you
think
other
support
Engineers
understand
clearly
how
to
make
the
most
of
senior
support.
Engineer,
abilities
and
I've
got
put
that
in
a
murdered
comments
to
assist
with
their
roles,
or
do
you
find
that
seniors
need
to
go
looking
for
opportunities
to
assist
others
and.
A
A
E
E
I
generally
find
that
people
show
up
for
the
senior
help
sessions
and
will
ping
me
asking
me
for
questions
which
I
believe
are
the
two
main
ways
that
people
should
pull
request.
I
also
go
looking
for
places
where
people
are
where
questions
are
asked
that
I
might
be
able
to
answer
them
and
try
to
provide
answers
for
them.
If
there's
ways
that
people
are
looking
for
assistance
and
aren't
being
found,
I
would
love
to
hear
it
so
that
we
can
try
to
address
that.
C
So
the
second
part
of
the
question
I
can
answer
confidently,
so
I
do
tend
to
where
I
can
and
I
have.
Availability.
I
will
be
very
active
in
slack
because
I
really
dislike
seeing
questions
asked
by
other
Engineers
left
unanswered.
So
those
are
blockers
to
me
and
blockers
to
those
people
as
well.
So
if
I
can
help
them
out
or
at
least
steer
them
in
the
right
direction
or
Point
them
to
a
product
group,
they
should
be
talking
to
or
a
subject
matter
expert.
C
So
if
you're
working
through
a
ticket
I
mean
it's
very
helpful
to
and
beneficial
to
share
your
screen
and
show
your
thought
process
how
you
get
from
A
to
B
instead
of
just
giving
the
answer
away,
you
know
sometimes
just
the
journey
alone
is
how
people
learn,
and
you
know
you
want
to
teach
people
how
to
be
able
to
do
that
Journey
on
their
own.
So
you
know.
D
Yeah
I
might
expand
it
a
little
bit
to
say
some
sometimes
Engineers
tend
to
think
about
even
the
way
that
you
phrase
a
question
in
slack,
you
need
to
make
sure
that
you're,
addressing
or
you're
providing
enough
information
that
someone
could
understand
something
with
very
little
context.
I
have
a
tendency
when
I
ask
questions
is
I.
D
The
second
part
of
the
question
I
have
a
tendency
to
always
I,
don't
like
the
slack
notification
being
read
so
I
usually
always
see.
What's
people
are
asking
so
I'm
I'm,
very
frequently
trying
to
respond
to
things
if
I
say
questions
being
raised
a
bit
like
Anton,
so
I
usually
find
Opportunities
to
reply
to
things.
I
guess.
A
D
A
F
D
I
might
try
and
feel
that
one
I
guess
there's
a
few
different
things.
I
guess
you
could
try
and
do
I
try
and
get
my
responses
out
if
I
can
quite
early
in
my
morning
before
I,
but
for
me
at
least
in
APAC,
it's
it's
early,
APAC
hours,
so
usually
the
rest
of
the
team
isn't
online.
So
we
don't
have
too
many
questions
being
thrown.
D
So
that's,
usually
my
best
time
is,
is
to
try
and
get
my
responses
out
or
at
least
line
up
the
day
in
terms
of
okay,
based
on
the
customer
interaction.
What's
a
priority,
who
seems
a
little
bit
more
annoyed
and
who
do
we
need
to
get
a
more
a
better
response
out
to
the
second
part
of
it
is
even
just
communicating
with
the
customers
sometimes
to
let
them
know.
D
What's
going
on,
I
I
find
even
in
previous
roles,
I've
said
sometimes
is
you
don't
tell
them
that
you're
going
to
have
a
problem
fixed
or
something
by
a
certain
date?
But
you
say:
look
I'm
going
to
look
into
this
issue,
but
I'm
I'm,
going
to
give
you
an
update
in
24
hours
as
to
where
things
stand,
you're
not
promising
to
have
it
fixed
in
24
hours.
But
that
is
giving
you
an
update
that
you
can
sense
the
customer
and
you're
saying
I'll.
D
Let
you
know
where,
where
things
are
looking
in
24
hours,
to
provide
an
update
that
could
be
an
update,
saying,
hey,
I
haven't
had
a
chance
yet,
but
more
often
than
our
customers
appreciate.
Having
that
consistency
of
you
just
letting
them
know
where
things
are,
because
that
at
least
avoids
a
situation
where
it's
gone
a
week
without
updates
and
they're
not
sure
whether
you're
actually
still
looking
at
the
ticket,
so
yeah
hope
that
helps.
E
C
Just
to
extend
on
that
yeah
all
the
points
they've
been
raised,
yeah
I
do
practice
myself,
but
yeah
calendar
calendar
I,
make
heavy
use
in
my
calendar,
so
I
know
some
support
Engineers.
They
actually
do
block
Focus
time,
for
you
know,
working
on
circuits
and
that
kind
of
thing,
and
then
they
leave
the
rest
of
their
day
planned
for
pairings
or
crushes
or
whatever
else,
but
I
know.
C
For
me,
the
key
thing
is:
it's
actually
really
hard
to
actually
balance
out
your
incoming
ticket
work
with
whatever
else
is
happening
at
the
time,
because
there
could
be
escalations
going
on
there
could
be
emergencies
or
you
know
something
that
you
really
want
to
train
up
on.
You
know,
there's
all
these
different
priorities
and
it's
just
more
about
laying
up
what's
more
important.
C
Hey
like
this
is
a
real
life
example.
Actually,
from
last
week,
There's
you
know,
I
was
on
call
and
I
had
a
really
long,
in-depth
ticket
that
I
needed
to
sit
down,
and
you
know
really
figure
out
and
I
just
didn't
have
time,
because
we
had
concurrent
emergencies
day
after
day,
so
I
usually
just
told
the
customer
look
I'm
on
call
I'd
love
to
get
down
to
this
I've
explicitly
blocked
a
time
for
next
week.
C
To
look
into
this,
you
know,
but
rest
assured
I
am
looking
at
it
and
more
often
than
not
that's
enough
so,
and
customers
are
happy
with
that.
You
know
as
if
they
are
like.
You
know,
in
a
crisis
situation,
of
course,
then
it
comes
down
to
hey.
Who
else
can
help
you
out
on
this
tie
in
with
the
support
managers
to
see?
If
any,
you
know
anyone
else
can
re-prioritize
and
take
on
some
of
your
workload
as
well.
So
I
don't
do
that
very
often,
but
yeah.
E
D
I'll
just
add
a
note
that
it's
important
to
keep
in
mind
a
lot
of
the
time
we're
dealing
with
Engineers
that
have
been
in
similar
situations,
so
they
will
understand
if
you
make
it
clear
like
it's
true,
like
hey
sorry,
I'm
on
call,
you
know
the
engine
is
probably
been
on.
Call
they
they've
been
in
that
situation
where
they
haven't
been
able
to
do
so,
so
always
keep
that
in
the
back
of
your
mind
as
well,
where
you
just
make
it
clear,
they're,
probably
being
in
the
exact
same
boat.
So.
C
And
just
a
final
note
from
me:
Mike:
if
it
helps
there
have
been
days,
you
know,
even
in
my
senior
roles
that
I
have
three
or
four
tickets
that
are,
you
know
gonna
breach
by
the
end
of
the
day
and
I.
Just
don't
have
time.
So
you
know
I,
remember
not
to
really
stress
out
about
it
too
much
so
I'm
I
try
to
be
very
strict
with
my
working
hours
now
to
just
keep
my
mental
and
you
know
stress
all
down.
C
B
So
it's
it's
both
finding
that
balance
and
you
start
getting
a
sense
of
the
Cadence
for
yourself
and
the
flow
of
like
okay.
How
many
tickets
do
I
think
I
can
take
on
on
a
regular
basis
versus
like
you
know
how
much
based
on
how
much
time
I'm
often
spending,
and
sometimes
you
have
to
consciously
actually
balance
that
and
I
will
say
that
personally
I
I've
had
to
do
that
like
like
Anna
I,
don't
like
slack
messages
that
sit
there
without
answers
and
stuff
like
that
and
I'm
yeah.
B
So
it's
not
just
thinking
about.
What's
open,
it's
about
thinking
about
what
do
you
have
and
how
much
time
that
might
take,
and
so
it
really
is
just
being
more
conscious
about
prioritizing
your
time
and
how
that
works.
But
really
it's
experience
it's
time
and
experience
that
will
help.
You
learn
like
how
it
works
for
you.
F
B
A
F
F
E
E
A
Yes,
very
good
point
Duncan,
oh
okay,
everybody
we're
sort
of
at
time
now.
So
that's
been
a
really
good
discussion
today.
Thank
you.
All
for
coming
along
and
participating
as
I
said,
I
will
go
for
an
update.
The
meeting
notes
in
a
short
while-
and
there
are
two
more
of
these
sessions
being
held
in
the
different
regions
where
the
same
questions
and
new
questions
will
be
asked
and
answered.
So
if
you
are
interested
in
following
both
along
with
those
it'll,
be
recordings
made
in
due
course
I'm
sure.