Template - Support Engineer - Onboarding Plan

	Step Name	Description	Links

Step Name	Description	Links
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): Pipe17 Internal P17-Admin(stage): Pipe17 - Stress Free Logistics 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 Pipe17 Help Center
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 Note: Documentation could be outdated.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.	https://pipe17.atlassian.net/wiki/spaces/PI/pages/1464958997 Ticket Triaging https://pipe17.atlassian.net/wiki/spaces/PI/pages/1468399627 Support: Ticket Status's & Internal Note TE's Life Cycle
Support Policies	Support Levels and SLAs.	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 teammates First month plan	Shadowing sessions with Support Engineers	https://docs.google.com/spreadsheets/d/1Mj8u_D7ahTwHgTRBCr71EtppJqUXYlCvAsp0Hg3lJA8/edit?usp=sharing