Archives for Jeremy Largman

Why I am in Support – Jeremy

This is part 2 is a series from Atlassian's support team asking how we can help you better. The best support case I ever had Here's a story of the best support case I ever had. At the time, I was the manager of a support team for a product that helped kids train the auditory processing skills they needed to learn how to read. The program lasted 8 weeks and required 100 minutes a day of intensive training. Often, parents of struggling kids would put their kids through the program over the summer.

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Meet Hercules, the Atlassian Support Bot

The Atlassian Support team is happy to welcome a new member of our family: Hercules, the Atlassian Support Robot! We recently turned him loose on our support instance of JIRA, where he looks through uploaded logs and returns known issues from an analysis. This post will describe some of the problems he solves and how he works. The Challenge: Diagnosing Previously Known Issues A good support engineer can spend a lot of time working to rediscover a known problem. Support engineers pour through logs,

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AtlasBar is Back!

If you attended Atlassian Summit last year, you know about AtlasBar, our homage to Apple's Genius Bar. We set up the AtlasBar at Summit 2009 to answer questions and help customers. Last year's AtlasBar was really fun for the support team. Answering questions in person makes doing support a completely different experience. We heard all kinds of great questions that we don't normally handle in support, about how to extend and customise our products. As a Confluence guy I had fun helping people make

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Atlassians Help Build the Old-Fashioned Way

At Atlassian we're encouraged as employees to take initiative, and when we do it's not met with a ton of red tape and approvals. The Atlassian Foundation allows employees 5 calendar days off to work on their favorite charities. Instead of taking a day for myself, I thought it'd be better if we could do a group activity, so last Friday eleven of us met up at Habitat For Humanity's construction project in South San Francisco for a day's work.

Atlassians help out Habitat for Humanity

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