Support teams are incredible, robust, talented and, unfortunately, often under-utilized by product and engineering teams as they develop and iterate on their applications. There are tons of different product insights that can be gleaned from your support organizations because support knows your product better than you do, and knowing how and why they work they way they do can open up a world of possibilities for engineers.

In this session, we'll talk about the different types of tools used in support (and the ones we wish we had), what typical support processes look like, how and why we interpret metrics the way they do, as well as the types of roles that exist in support and how you can get honest, useful insights from them to help you build an application that doesn't absolutely suck.