Support Engineer - Onboarding Plan

Complete all the task from the HR department

• Email Settings

• Profile (picture and job position)

• Signature

• Browse our intranet

  • Employee Handbook

  • Org Chart

https://sites.google.com/pipe17.com/team-pipe17/home?pli=1&authuser=1

Intro meeting with Management

Meeting with the Success Director to briefly discuss the team’s goals and perspectives.

Get access to Support Tools

• JIRA

• Confluence

• Zendesk

• Pipe17 Platform

• Patrick Sayegh Could you please add in this list all the tools you are using to provide support?

• Zendesk(we need to create them a seat)

  • https://pipe17.zendesk.com/agent

• Confluence:

  • https://pipe17.atlassian.net/

• Jira:

  • https://pipe17.atlassian.net/jira/software/c/projects/ENG/issues

• P17- Internal(stage):

  • https://internal-stage.pipe17.com/

• P17-Admin(stage):

  • https://app-stage.pipe17.com/

• P17-Admin(Prod):

  • https://app.pipe17.com/

• Bernard:

  • https://bernard.pipe17.com/

• DataDog

  • https://app.datadoghq.com

Intro meeting with the support team

Meet the support team.

Product Knowledge

Platform Walkthrough

Pipe17 Help Center

(Read the articles and validate the concepts on the platform. My recommendation is to take a use case and review how the configuration would be done in the system. Validate exceptions that are received)

https://drive.google.com/file/d/1-jW4vt7ky7A3AaCB53HYR5Z4tY8OrmRa/view?usp=sharing

https://support.pipe17.com/hc/en-us

Support Processes

Tickets management in Zendesk, Jira and Slack.

Note: Documentation could be outdated. Take this information as a reference. We will double-check the current process during your training with the other support Engineers.

/wiki/spaces/PI/pages/1464958997

Ticket Triaging

/wiki/spaces/PI/pages/1468399627

Support: Ticket Status's & Internal Note TE's

Life Cycle

Support Policies

Support Levels and SLAs.

https://support.pipe17.com/hc/en-us/articles/6179371698203-Support-Levels

Zendesk tickets review

Review the last two months tickets created.

While reviewing the tickets think about HC articles and KB articles that can be improved or added (if the topics are not covered)

Internal documents for troubleshooting and common issues:

https://pipe17.atlassian.net/wiki/x/BIDVLg

Start processing tickets with the team mates

Shadowing sessions with Support Engineers

The Success director will coordinate this activity.