The spambots who regularly read my blog know that I have a fascination with language, and have a background in linguistics. So, I’m always fascinated by language and how we use it. This post is a bit pointless, but amusing (perhaps only to me). In my last post I mentioned I might file a bug […]
Tag: ddts
TAC Tales #17: Escalations
When you open a TAC case, how exactly does the customer support engineer (CSE) figure out how to solve the case? After all, CSEs are not super-human. Just like any engineer, in TAC you have a range of brilliant to not-so-brilliant, and everything in between. Let me give an example: I worked at HTTS, or […]
TAC Tales #9: Left Hanging
When I was still a new engineer, a fellow customer support engineer (CSE) asked a favor of me. I’ll call him Andy. “I’m going on PTO, could you cover a case for me? I’ve filed a bug and while I’m gone there will be a conference call. Just jump on it and tell them that the […]