chore: Add technical support SMEs to the handbook #14260
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Added documentation for technical support subject matter experts (SMEs), detailing their roles, responsibilities, and coordination strategies.
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abigailbramble
requested review from
HaynesPostHog,
clr182,
darkopia,
kyleswank,
luke-belton,
ordehi and
slshults
darkopia
approved these changes
Jan 2, 2026
HaynesPostHog
approved these changes
Jan 2, 2026
luke-belton
reviewed
Jan 5, 2026
Co-authored-by: Luke Belton <[email protected]>
Updated the support SMEs document to improve clarity and structure. Removed redundant sections and added details on SME areas and responsibilities.
luke-belton
reviewed
Jan 5, 2026
luke-belton
approved these changes
Jan 5, 2026
Clarify instructions for handling unclassified tickets in SME views.
Clarified the ownership of analytics products by specifying that these areas represent the highest proportion of support tickets.
luke-belton
reviewed
Jan 5, 2026
Updated language for clarity and consistency in the support SMEs documentation. Added product group details and refined responsibilities for SMEs.
luke-belton
approved these changes
Jan 5, 2026
ordehi
approved these changes
Jan 5, 2026
slshults
approved these changes
Jan 5, 2026
slshults
approved these changes
Jan 5, 2026
clr182
approved these changes
Jan 6, 2026
kyleswank
approved these changes
Jan 6, 2026
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I've added a handbook page that introduces technical support SMEs, along with responsibilities and naming who will be an SME for which grouping.
Feel free to add comments, or let me know if there's anything I've missed or not thought about.
Once this is merged, I'll announce in Slack and let the teams know to expect you to be more involved than previous.
Let me know if there are any concerns.