WIP: Adding Application/Solution support roles
Closes gitlab-com/support/support-team-meta#1450 (closed) Relates to: gitlab-com/support/support-team-meta#1448 (closed)
Still WIP, but this proposes changing the roles on the support team as follows:
Support Engineer -> Solution Support Engineer
.com Support Agent -> Application Support Engineer
@tcooney - I'd appreciate your eyes here.
The main changes for current agents would be:
- the expectation to be available for calls when required (not on-call)
- more explicit call out to end-user/feature support (.com support is implied)
- growth path would be towards developer support; understanding the particular needs of developers and the various methodologies of software development