Helping hands in the world of enterprise middleware - Technical Support
Recently, I got an opportunity to work on a domain which is bit different from my subject matter specialization, software testing and quality assurance. I started to work as a lead of technical support team at WSO2 since November 2012. I thought to put together some key observations I made in technical support career in general and how I position it in terms of my beliefs. Willingness to help - the most important characteristic of a support engineer Are you really a helping hand regardless of your profession? How can I understand my willingness in helping others. I would simply list down some questions to evaluate your likelihood to help others. Do you get frustrated when someone requests your help? If someone asks a question, what is your initial reaction? In our life, we have seen people who do not even look at the person who requested help. Some people just route the request to some other party without even understanding what kind of help is required. If you are really a