The short version of my five (originally four) weeks as a Support Engineer or what I call Tier Three…
It was fantastic! I learned numerous things, filed several reports to the engineers in California (the people who write the code) and even got some serious attention with one. I couldn’t have done it without help from these co-workers who belong to all the teams involved, especially Sheree, Ben and Travis. A particular Fortune 500 customer thought I was pretty cool because I also knew how to make an Apple ID that worked without a credit card attached; I give more credit to Somara for teaching me. In many ways, being a Support Engineer is probably what I imagined or hoped doing technical support for Apple would be like when I signed on 16 years ago.
Despite the actual manager I was assigned to being on paternity leave (his wife had a baby last month) most of the time, Wil said my work was good. This was based upon him interviewing others I interacted with, reading my notes and looking over the statistics. My key assets are customer-interaction skills, investigate abilities and note-taking, the technical facets will evolve. I did well enough to be considered for an extension to the end of the year since interviews for the actual requisition won’t begin until January.
The continuation wasn’t meant to be. Walt, my actual manager, vetoed this and it’s his prerogative to make such a decision. He explained that I was needed more with the phone team which he is responsible for. So it’s nice to be wanted and in demand with two teams yet I told Walt, I will be working very hard to land the open spot or another by my birthday this Summer; those few weeks told me I have what it takes.
I don’t want anything to be interpreted as sour grapes. Believe me, I have seen many co-workers get pretty upset when matters don’t go their way with a backfill. Some mistake the opportunity as the lock on the position. I fell into the same trap 11 years ago when I had my chance to be a team manager and what followed (the gig was handed to a less experienced person on a silver platter), it’s something I always keep in mind about any company’s hiring policies…politics trumps competency most often. Washington DC is the biggest living example. The outcome I received was positive which is what I’m taking away and hoping I can hone it to my advantage during the interview process; I am up against at least one person I know whose tech is amazing yet he has the personality of a T-Rex. The alternative would’ve been, I sucked and Wil ordering Walt to take me back immediately.
The other upside is how short December will pan out for me. I managed to get my paid-shutdown days (what we used to call Steve Jobs Days, another story) to be every Monday; four-day work weeks! Three weeks later, I follow up with a long vacation starting on the 23rd with a trip to Chicago-Milwaukee.
Wish me luck in January though. I think after 12-plus years and a good showing in the backfill, I have earned the opportunity to be a Support Engineer permanently.