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I can't comment on the paid support. I've just noticed that the non-paid support engineers seems to be under pressure. I feel little bit bad for them sometimes

I can't comment on the paid support. I've just noticed that the non-paid support engineers seems to be under pressure. I feel little bit bad for them sometimes. They don't seem to have the time to look into problems. It must be quite a boring job for those assigned on the public issues. Maybe their higher-ups aren't aware of that.

jjjjoe 10y ago
Hi, I manage the team. Do you have some recent examples I can show to the higher-ups? Our incentives are built around quality of work, not speed, so what you're describing is definitely not working as intended.
- martindelemotte 10y ago
  Hi Joe, Form my perspective: sometimes when I report a bug it's more so that other users don't waste their time troubleshooting it than to have it fixed immediately. Maybe sometimes I'm not 100% clear but it is a bit discouraging to have to send follow-up messages on clear-cut issues like these: https://code.google.com/p/googleappengine/issues/detail?id=12877 https://code.google.com/p/googleappengine/issues/detail?id=1... https://code.google.com/p/googleappengine/issues/detail?id=12766 https://code.google.com/p/googleappengine/issues/detail?id=1... (the comment #10 of the former issue was written a bit too quickly don't you think?) Then there are issues that "work as intended" but that seem like bad product design: https://code.google.com/p/googleappengine/issues/detail?id=12759 https://code.google.com/p/googleappengine/issues/detail?id=1... Do they really reach a product manager? Finally there are issues like these ones that are not clear cut but that I can't investigate myself because it requires time and resources (they eventually cost me a few bucks running instances for testing purposes). https://code.google.com/p/googleappengine/issues/detail?id=12791 https://code.google.com/p/googleappengine/issues/detail?id=1... You guys have a good product. I think that the promise of not having to manage infrastructure hit a cord with many people. However you do have many bugs to fix to make the platform more stable and (non intentionally) discouraging people from reporting issues will make things improve at a slower rate. Good luck!

jjjjoe 10y ago

Hi, I manage the team. Do you have some recent examples I can show to the higher-ups? Our incentives are built around quality of work, not speed, so what you're describing is definitely not working as intended.

martindelemotte 10y ago
Hi Joe, Form my perspective: sometimes when I report a bug it's more so that other users don't waste their time troubleshooting it than to have it fixed immediately. Maybe sometimes I'm not 100% clear but it is a bit discouraging to have to send follow-up messages on clear-cut issues like these: https://code.google.com/p/googleappengine/issues/detail?id=12877 https://code.google.com/p/googleappengine/issues/detail?id=1... https://code.google.com/p/googleappengine/issues/detail?id=12766 https://code.google.com/p/googleappengine/issues/detail?id=1... (the comment #10 of the former issue was written a bit too quickly don't you think?) Then there are issues that "work as intended" but that seem like bad product design: https://code.google.com/p/googleappengine/issues/detail?id=12759 https://code.google.com/p/googleappengine/issues/detail?id=1... Do they really reach a product manager? Finally there are issues like these ones that are not clear cut but that I can't investigate myself because it requires time and resources (they eventually cost me a few bucks running instances for testing purposes). https://code.google.com/p/googleappengine/issues/detail?id=12791 https://code.google.com/p/googleappengine/issues/detail?id=1... You guys have a good product. I think that the promise of not having to manage infrastructure hit a cord with many people. However you do have many bugs to fix to make the platform more stable and (non intentionally) discouraging people from reporting issues will make things improve at a slower rate. Good luck!