in

1. Toru Takahashi
TreasureData, Inc.
2015-07-02
What is Support Engineer in TreasureData?
Support Engineer Night #1
®
T R E A S U R E D A T A

2. About Me
• Toru Takahashi
• twitter: @nora96o
• github: toru-takahashi
• Treasure Data, Inc.
• Technical Support Engineer
• I love working in Maid café :)
• Most of staying in 女中居酒屋 幻橙館
2

3. Today’s Topics
• Tools / Services
• Roles / Missions
• Challenges
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T R E A S U R E D A T A3

4. Tools / Services
4
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T R E A S U R E D A T A

5. TreasureData WebConsole

6. How to ask us?
1. Email: support@treasure-data.com
2. Online Chat
3. Support Center

7. How to ask us?
1. Email: support@treasure-data.com
2. Online Chat
3. Support Center

8. How to ask us?
1. Email: support@treasure-data.com
2. Online Chat
3. Support Center

9. How do we help customer?
Support Desk: Desk.com

10. How do we help customer?
Online Chat: Olark

11. How do we help customer?
Bug tickets: Atlassian Jira & Wiki

12. How do we help customer?
Notification: Slack（with Desk.com）

13. How do we help customer?
Customer Activity: Preact (with Desk.com)
Customer Account Info
Customer Activities

14. We support
Everything about TreasureData
• Import
• td-agent, td command, Javascript/Android/iOS/Unity SDK
• Fluentd Library: Java, Ruby, Rails, Python, PHP, Perl, Node.js, Scala, .Net, …
• DataConnector (hosted embulk)
• Amazon S3, MySQL, PostgreSQL, JIRA
• Heroku (log drains)
• Query Engine
• Hive0.10, 0.13 (Hivemall), Pig, Presto
• BI/ETL/Workflow Tools
• Excel, Tableau, Luigi, MetricInsights, QlickView, Birst, Chartio, Informatica Cloud, SQuirreL SQL, SQL
Workbench/J, JasperSoft, Pentaho, R Language, Prestogres, Jupyter + Pandas
• Client Library
• Ruby, Java, Python, Go, Node.js, JDBC Driver, ODBC Driver, PHP(3rd party), …
• Export
• MySQL, PostgreSQL, SalesForce, S3, Redshift, Google SpreadSheet, HTTP, Tableau Server, FTP,
Leftronic
• Environment
• TreasureData(AWS), Yahoo! BigData Insights(IDCF cloud)
*Red means the feature was released within 1year
Our documents describe …

15. What kind of questions do customers ask?
Why job was slow? Why does job show error?
• Fix or improve query
• Check service status
• File ticket or Notification to Engineer
Why? I can’t import or output data
• Check configuration
• Try to reproduce
• File ticket or Notification to Engineer
Want to do anything! Want a feature!
• Recommend new approach
• File requests
Others
• Meeting with customers
• Support for Yahoo! BigData Insights
• Support for Pre-sales
• etc…

16. What questions do customers ask?
Ex. Improve customer’s query (Bad query)
SELECT
ac.v['action'] AS action,
ac.v[‘category’] AS category
count(bt.v['uid']) AS num
FROM breakaway_time bt
LEFT OUTER JOIN access ac
ON bt.v['time']=ac.v['time'] AND bt.v['uid']=ac.v['uid']
WHERE unix_timestamp()-10*86400 < CAST(bt.v['time'] AS BIGINT)
AND unix_timestamp()-10*86400 < CAST(ac.v['time'] AS BIGINT)
GROUP BY ac.v[‘action’], ac.v[‘category’]
2h 30mins

17. What questions do customers ask?
Ex. Improve customer’s query (Good query)
SELECT
ac.action AS action,
ac.category AS category,
count(bt.uid) AS num
FROM breakaway_time bt
LEFT OUTER JOIN access ac
ON bt.time=ac.time AND bt.uid=ac.uid
WHERE TD_TIME_RANGE(bt.time, TD_TIME_ADD(TD_SCHEDULED_TIME(), "-10d"))
AND TD_TIME_RANGE(ac.time, TD_TIME_ADD(TD_SCHEDULED_TIME(), "-10d"))
GROUP BY ac.category, ac.action
Set schema
Apply TIME INDEX PUSHDOWN
Set schema
Order by high cardinally
30mins

18. What questions do customers ask?
Ex. Investigate customer’s logs
We use TreasureData for Support !

19. About number of new support tickets
2014-10 week.1~2015-07 week.1
Online Chat Traffic by Date (JST)
2014-10 week.1~2015-07 week.1
Number of New cases / Week
（Total: 2,338 cases）
0
16.667
33.333
50
66.667
83.333
100
2014-09-29
2014-10-13
2014-10-27
2014-11-10
2014-11-24
2014-12-08
2014-12-22
2015-01-05
2015-01-19
2015-02-02
2015-02-16
2015-03-02
2015-03-16
2015-03-30
2015-04-13
2015-04-27
2015-05-11
2015-05-25
2015-06-08
2015-06-22
34
72
76
64
7376
60
76
46
52
92
59
54
48
58
74
69
56
84
73
46
81
63
84
70
44
9
31
545552
45
56
51
38
26
81
52
61
43
New Case Linear Line
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20. Roles / Missions
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21. One of Our Mission is …
CHURN GHOST BUSTERS

22. Organization from Support View
22
Support
Customer
Product & Engineer Sales & Customer Success

23. Scopes of Support
Lead%
Genera)on%/%
Opportunity%
Finding
Requirement%
Capturing
PoC%/%
Technical%
Valida)on
Onboarding Produc)on
Pre-Sales
Customer
Success
Technical
Support
Engineer
&
Product

24. Support Roles
Support for Customer
• Quick Response
• Correct Reply
Get Customer Satisfaction
24
Support
Customer
Product & Engineer
Sales & Customer
Success

25. Support Roles
Support for Product & Engineer
25
Support
Customer
Product & Engineer
Sales & Customer
Success
• Deliver customer voices
Improve Service
• Great Service
Get Customer Satisfaction

26. Support Roles
Support for Sales
• Find frustration and New
business from customer
voice
Buster Churn & Get Up-sell
Support
Customer
Product & Engineer
Sales & Customer
Success
26

27. Challenges
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T R E A S U R E D A T A

28. Challenges until next 1~2 months to
reduce support costs
• Share internal support works
• Migration from Desk.com to Zendesk
• Built Customer Community Portal
• Integrate Mail/Chat
• Build Customer Database
• Environment/Architecture/Mission/…
• Share with Pre-Sale/CustomerSuccess/Support/Engineer
• Pick up Support KPI
28

29. Challenge: Share internal support works
Jupyter / Pandas / Github / TreasureData / …
29

30. Challenge: Migration from Desk.com to
Zendesk
• Get Suggestions and Ideas from customers via
Customer Community Portal
• Integrate Mail & Chat
• Know customer insights
30

31. Challenge: Build Customer Database
Share customer information through processes
for smooth communication
31
Lead%
Genera)on%/%
Opportunity%
Finding
Requirement%
Capturing
PoC%/%
Technical%
Valida)on
Onboarding Produc)on
Pre-
Sales
Custo
mer
Techni
cal
Engine
er

32. Challenge: Pick up Support KPI
• How do we measure support’s performance?
• Number of resolved tickets?
• Ratings from customers?
• etc…
32

33. Conclusions
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34. Support knows
own Technologies than
Customers
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35. Support knows
Customers more than
Anyone
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36. Support loves
own Service more than
Anyone
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37. 1. Backend Engineer
2. Support Engineer
3. OSS Engineer
（日本,東京,丸の内）
We’re hiring!