Ideas currently shaping my perspective about technical support, things I'm reading/watching.
- Thinking about tech support as a Multi-Objective Optimisation problem
- AI Summer
- Making Users Awesome (video)
- Jevons paradox: Why don't efficiency gains lower resource consumption? Especially with computers? It's so weird! Here's an imperfect theory (wikipedia)
NRQL + Lucene (New Relic) log search building blocks