Discussion about services support

Hi,

I'm aware that @markglenfletcher is often requested to help the support team, mostly for .com support.

I would like to understand what are the reasons for that:

• Is it because production console access is only granted to Senior Support Engineer (per https://about.gitlab.com/handbook/support/workflows/gitlab_com/escalating_for_production_access.html) and the only (Staff) one currently is @dblessing and is in the US timezone, and @markglenfletcher has production console access for historic reasons and is in the EU timezone so that's practical?
• Is it because only @markglenfletcher has the knowledge on how to resolve these .com issues? In this case we should document how to fix them (it seems you already planned to document @markglenfletcher's knowledge, tips & tricks: https://gitlab.slack.com/archives/C4XFU81LG/p1510780379000096, this was also asked there: https://gitlab.slack.com/archives/C4XFU81LG/p1510954604000296?thread_ts=1510919836.000042&cid=C4XFU81LG).
• Is it a combination of these two reasons? :)

My goal is to have @markglenfletcher focus on automating the issues triaging, the gathering of insights (https://gitlab.com/gitlab-org/gitlab-triage/issues/1), fixing community-reported issues etc. instead of performing support. Thanks!

Things to document:

• Mark a sync job as failed: https://gitlab.zendesk.com/agent/tickets/84768
• Invalidate repository cache: https://gitlab.zendesk.com/agent/tickets/85280
• Using Sentry to track common issues: https://gitlab.zendesk.com/agent/tickets/85280
• Move repos, remove lock files etc.: https://gitlab.zendesk.com/agent/tickets/85231 / https://gitlab.com/gitlab-com/infrastructure/issues/3253#note_48099817
• Restoring soft-deleted projects: https://gitlab.zendesk.com/agent/tickets/85143

@lbot What's your take on this?