Support Engineers to Shadow (to coach) Implementation Engineers and Other Customer Success Engineers
I've been working really closely with customers over the last 2 weeks during their implementation phase (see #1569 (closed) for more learnings) and I felt frustration that customers were "under-prepared" to run GitLab.
I also felt like support was "pulled in" to the implementation phase, which felt... weird. As I reflected, I realize we have a lot of "ingrained knowledge" in this team, and as much as we do document and push that into docs, we should be partnering and paring with IEs more. He was then enlightened.
I'd like to consider some sort of "Reverse Shadow" where we check IEs work for maybe their 1st month or so, and help them get more context faster. We've tried to do this in the past, but I think efforts have fallen by the wayside. I'd like to re-engage for the self preservation of "starting customers off on the right foot via IEs"
How does Support feel about this? At first, it feels like "more work" but I'm trying to stave problems off early and make sure IEs are setting up infra that support is ready to support.