The spiderweb of your career

Your career is a spiderweb of choices - go with the flow or choose your path. It's your decision.

There is no such thing as a linear career anymore, not in support nor anywhere. Instead, careers have evolved into a spiderweb of alternatives and interconnected options which all might or might not take you where you can do your best work. There is no one path to your destination, and maybe there isn't...

Weekend Work with Kids?

Last week, the company I work for announced officially that weekend work is now part of the standard Happiness Engineer role. Not every weekend, not immediately, but in the long run, we'll be expected to work approximately 2 weekend days per month, taking those two days off within the week. This is why my kids aren't...

It’s OK to say sorry – if you mean it

If you are afraid that saying sorry makes you vulnerable, think again. That's exactly why it allows you to connect with your customer! Indicating that you understand what they are going through is often the first step to de-escalating a situation....

50 Shades of Support

Working for a distributed company means I do not share a physical space with my colleagues. Instead, we share a virtual environment full of P2s (internal blogs) and slack (chat) channels, internal and external documentation and occasional video conferences. These resources help us to support our customers, wherever and whenever they need it. ...

What does a career in support look like?

How do you create a career in support, if with every advancement you get further away from the real customer support work? How do you become a support professional without moving out of direct support - and leveling up instead? And how can you help your company to recognize these career paths?...

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