Customer support ladder?

[davatron5000]

👋 Hi. Dave Rupert here. Long time Drasnerd. I love the rubric you've developed here and have even started implementing it in my own company and startup.

Have you had any thoughts around ladders for customer support (aka "customer success") roles? Is that similar to a DX role? I'm imagining a less public-facing role, a person who fields emails, stack overflows, or social media support DMs.

Would love to hear your thoughts. Not time sensitive in any way.

[sdras]

Hey Dave!

What you're describing is what I would call a Support Engineering role, or at least at Netlify that's how we defined it and it was in another part of the company, so it's not included here. But I agree it's an incredibly important role!

If someone else has one for that type of role, I'm happy to link it up in the readme so that people can find it as a resource.

Hope you're doing well :)