Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)
Engineering Enablement by Abi Noda
The Challenges of Scaling a Startup
In the early days of intercom, there wasn't a shared or common approach to things like runbooks or even what a good alarm looks like. So teams were largely left to their own devices and they would kind of see what was working elsewhere. And so we built an operations team that was great for getting up to speed on scaling and resilience. But then when we built out additional services for new features,. our teams were no more productive or in fact less productive with these services. That's interesting. We'll get into all the specific challenges that you guys discovered as you guys grew and scaled. I don't think it was centrally kind of governed too much.
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