Shadowing Customer Support for a Day

Zayna Shahzad, a Software Engineer at PagerDuty, shares her experience shadowing the Customer Support team to foster empathy and understand different departmental roles within the company. During her day of shadowing, she gained insights into the systematic processes of the support team, their approach to ticket management, and the importance of collaboration and communication. Shahzad observed the team's dedication to customer satisfaction, their commitment to continuous learning, and their ability to manage complex queries efficiently. Her experience highlighted the value of stepping outside one's immediate team to appreciate the diverse contributions across the company, reinforcing PagerDuty's culture of empathy and teamwork. The initiative to have employees from other departments, including Engineering and Product, participate in similar shadowing experiences has proven beneficial in enhancing empathy and understanding of customer needs.