Support Night School

Episode 6: Leveling Up Your Career

In this episode (our last!), we talk about different ways to level up your career with the support skills you’ve cultivated — whether it keeps you in the world of tech support or swings you over to a new department!

Introductions at 0:07
Last episode recap at 0:21
Today’s episode overview at 0:38

Advancing Your Career in Support – 0:53

Tips for direct reports and mentees at 1:00
Opinions about feedback at 3:25
What do you do with positive feedback when you get it at 7:25
Tracking your impact in an organization and recency bias at 8:44
Imposter syndrome and your accomplishments at 9:27
Refreshing your resume from your brag doc at 10:10
How can you make an impact to add to your brag doc at 10:44
Subject matter expertise (SME) in tech at 11:57
Staying informed by industry trends at 13:16
Tracks to explore as you think about growing your career at 14:29

Team Structure and Growth Paths – 14:45

Communicating career goals and curiosities to your manager at 18:58
Being Glue at 20:00
The leadership quality requirement at 21:17
Mentorship programs and learning new perspectives 21:55
It’s ok to realize you don’t want to go up the ladder at 23:12
Tracks of growth within your Support team at 25:26
The operational path: pros and cons, emotional labor of “glue” work at 26:55

Pivoting to Different Functions – 28:14

Customer Success at 29:00
Operations at 30:26
Marketing at 31:12
Onboarding and new customer education at 32:27
Product at 34:47
Engineering at 37:35
Technical writing and documentation at 39:05
Quality Assurance (QA) at 40:03
Wrap-up at 40:45
Request for feedback at 41:45
Outtakes at 42:00 (we say uh and um a LOT)

Other Things We Mentioned

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