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This is part 1 in a series from Atlassian's support team, for more information, check out the introduction to the series.
To begin with - I must confess. I did not end up in support by choice. Three years ago I was 10 years into my happy dev career. I wanted to take part in setting up our Amsterdam office and the only role going was in support.
Recently I realized that throughout my dev days I used to support our customers a lot. By spending countless hours on the phone with the end users,

