Perspectives on Building Better Teams
Thoughtful articles on engineering, support, and the realities of growth
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L3 Support Engineering: How the Best Hosting Teams Are Scaling Smarter
When was the last time a client left because your product failed, and it was actually your support team that let them down? For hosting companies, that question cuts differently than it does for most businesses. Your product and your support are not two separate things. They are the same thing. When a server goes down at 11pm, when a cPanel migration breaks mid-transfer, when a client's ecommerce site stops responding on the busiest shopping day of the year, the quality of your response in tho
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