![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
snyperwolf.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryA short introduction: I'm a developer at $SMALL_HEALTHCARE_SOFTWARE_COMPANY who occasionally has to take the support phone for night and weekend L2 support. Now, as a developer, I hardly ever touch the software outside of $FINANCIAL_APP except when I need it to test something inside of said app. However, I'm smart enough to bumble my way through $CLINICAL_APP when I need to in order to test what I've written in $FINANCIAL_APP ... or to do just the smallest amount of support for it. I guess that I would technically be L3 support, as the L2s come to me when they have issues that are going to require a major code change (most L2s can do minor code changes on their own), but that's neither here nor there.
So, over the weekend, I get a call from L1 at about 10AM on Saturday morning (while brushing my teeth, mind you) about a very minor setting change in $CLINICAL_APP. I know that I've made this setting change before for my own user profile, but it's been a while, so I bumble my way through it and finally tell her where to make the setting change in order to give access to the customer's other office. The L2 line shouldn't be called for such an easy ticket, but so long as this was the only call I got this weekend, I was glad to help.
After signing off, I remembered that we didn't have to pick up the support phone, so long as we responded to voice mail in a timely manner. I decided that if it was important, the L1 tech would leave a message. If it was more piddly crap, then L1 could figure it out, or it could wait until Monday. A few hours later, I got another call and let it go to voice mail ... 4 hours after that, after calling my boss 2.5 hours in and us working together to fix one poorly written chunk of code buried deep in $APP, we had it all straightened out.
I know that the L1 did the right thing to escalate the second ticket, but I still feel ill will toward her for calling me on a piddly ticket and utilizing me for an app related problem. Moral: Don't make the L2 tech do your job if you want L2 to do their own job.
Sorry if it's not as epic as most of the posts here, but I had to blow off some steam.
So, over the weekend, I get a call from L1 at about 10AM on Saturday morning (while brushing my teeth, mind you) about a very minor setting change in $CLINICAL_APP. I know that I've made this setting change before for my own user profile, but it's been a while, so I bumble my way through it and finally tell her where to make the setting change in order to give access to the customer's other office. The L2 line shouldn't be called for such an easy ticket, but so long as this was the only call I got this weekend, I was glad to help.
After signing off, I remembered that we didn't have to pick up the support phone, so long as we responded to voice mail in a timely manner. I decided that if it was important, the L1 tech would leave a message. If it was more piddly crap, then L1 could figure it out, or it could wait until Monday. A few hours later, I got another call and let it go to voice mail ... 4 hours after that, after calling my boss 2.5 hours in and us working together to fix one poorly written chunk of code buried deep in $APP, we had it all straightened out.
I know that the L1 did the right thing to escalate the second ticket, but I still feel ill will toward her for calling me on a piddly ticket and utilizing me for an app related problem. Moral: Don't make the L2 tech do your job if you want L2 to do their own job.
Sorry if it's not as epic as most of the posts here, but I had to blow off some steam.
![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}