How We Train Technical Support Engineers
Shane Ossa, Technical Training Program Manager, will cover how Cloudflare trains CSUP engineers and cover our process, program, and curriculum.
Hello and welcome to how we train tech support engineers at Cloudflare. My name is Shane Ossa.
I'm the technical training program manager for the customer support team at Cloudflare which means that it's my job to make sure everyone has the training they need to do their jobs on the team which is a big job but I don't do it alone and I have a whole team of trainers that help me with this and today joining me is one of those amazing talented trainers Mark Chan who is based in Singapore and also joining me today is Gagan who is one of our newest tech support engineers based in Singapore.
We're currently in Bangalore. Hi everyone, I'm Mark.
I'm located in the Singapore office. I have been a tech support for a couple of years and now I'm a technical trainer.
Hello everyone, I'm Gagan. So as Shane told I'm from Bangalore but I'll be joining Singapore office as a technical support engineer and looking forward to the opportunity.
It's been two months and I think these other people who are training me and it's going quite good.
This is the first time that we've had one of our trainees, one of our new people on the show.
This is episode four. If you have been watching the other ones out there we're going to cover some of the same stuff but we're just going to have a conversation about what training is for the support team at Cloudflare and how we do it and so we have Mark who's the trainer and Gagan who's the trainee and myself who's the program manager and we're just going to have a conversation about this whole thing.
So if you have questions out there we'd love to answer them down below.
If you look down below there's an email down here that you can write into with your questions and someone will screen them and send them in to us and we'll get to them as soon as we can.
So please ask questions if you're out there but otherwise we're just going to talk about our training program.
So yeah I've got talking points and to talk about but I guess I'll just start with you Gagan.
How's it been so far?
I think it's my third organization. I think already I know the training program is quite different.
So here it's in a structured way. So it's more into like first you're doing your hands on or learning yourself then your trainer will take you through how to do things and then you have a session with your senior engineers.
So I think it's quite different. So I'm not sure if anyone else follows it but it's really good and also it's about topic wise so you get to learn each topic individually and you become good at that.
Yeah that's great and from what I've heard seen you've been doing an amazing job already and are just flying along and that's just a testament to your work as well as Mark's.
Mark do you want to talk about Gagan's progress so far or anything else to highlight about the program before we jump into it?
Yes so before Gagan I had trained other new hires and from the experience of other new hires I've come across some feedback and so based on those feedback I have tried to come up with ways to improve the training and one of them was to pre-record some of the training whereby I usually do a lecture on a topic before I do the hands-on and based on feedback that some new hires may not be ready with the hands-on training and they need more time to to do more research on their own so I've recorded part of my lecture and then asked them to watch the lecture before the training then a day before the training and Gagan was the first person I've tried this on and what do you think Gagan?
Do you think it's effective? I think that's good because you get to learn what you are going to do next day and you are ready for it so once I get on a session with you I almost know what we are going to do and it kind of helps you to learn more because you're already prepared of the topic and maybe what are the questions you have you can try that hands-on so that improves your learning so that's quite good.