Discovery: Developer Support

[gracekretschmer-metrostar]

User Story or Problem Statement

To more sustainability scale, the CMS team needs create structures for managing support requests and reporting of bugs from teams building within the CMS platform.

Description or Additional Context

Currently, the CMS team supports requests and handling of bugs for the CMS platform from outside teams through posts within the #sitewide-cms-platform channel in Slacks. These posts are unstructured and ad hoc and typically, the same set of team members within CMS respond to support troubleshooting. As the demands on the CMS team grows, the team needs to come up with more sustainable and scalable options to respond to developer support requests.

Steps for Implementation

• Identify themes of where support is needed from developers and the skills needed to support those requests
• Create a proposed structure (e.g. tier 1, tier 2, tier 3) for responding to support requests
• Identify knowledge and skill gaps within the current team that is needed to support the developer support structure

Acceptance Criteria

• [ ] A prototype of a developer support structure to respond to our most common requests from developers
• [ ] A list of gaps in both knowledge and skills that are needed to support the developer support structure

[gracekretschmer-metrostar]

Depending on Jon's capacity, possibly pull him into this work.