> [!METADATA]+ > **Type**:: [[Conference Talk]] > **Conference**:: [[Sin City Ruby 2022]] > **Authors**:: [[@Brittany Martin]] > **Links**:: ## Notes - What does it mean to be techincal? - Anatomy of support ticket - Subject - Identify yourself - Identify problem - Give specific ask - No contract, no call! - No surprise calls! - Identify the right people - You (technical contact) - Your second in command - Their technical contact - Their advocate - Confirm agenda + goals to keep meeting on point - Avoid feature request fantasy land - Sync internally before calls to make sure the call stays focused - Always give introductions - Role in the call - Listen - Record the call (with permission) - Can help prevent more calls - Be honest with possible disruptions that may arise - Stay on Topic - ==No live debugging== - Elevate your second in command - Lessen dependency on you - See second in command as competent - Don’t use technical terms to non-technical issues without an explanation - Handoff + Wrap up - If you finish, end the call early - Make sure they know your time is important - All good calls have follow through to prevent future calls - Internal retro to discuss why call had to happen to perhaps find ways to prevent similar, future calls