In this podcast episode, Tim Banks, Principal Solutions Architect at Packet, discusses the vital importance of maintaining a customer-first mentality in tech, the concept of observability as a means to gain proactive insights into systems before they fail, and the high cost of developer burnout. He emphasizes the necessity for companies to prioritize the mental health of their staff to prevent burnout, which can have costly impacts on employee retention and company culture. Tim also shares his personal insight into achieving flow state through Ju-jitsu, drawing parallels between the strategic thinking required in both Ju-jitsu and tech operations. The conversation touches on the challenges of maintaining team dynamics in a remote work environment, stressing the need for better ways to gain insights into employee well-being, especially in light of the pandemic's impact on work-life balance. Throughout, Tim advocates for a holistic approach to observability that includes both technical systems and human systems, arguing that understanding and supporting the well-being of employees is as crucial as maintaining the technical infrastructure.