Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)
Engineering Enablement by Abi Noda
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The Challenges of Intercom's Growth
I want to dive specifically into the challenges you guys started seeing. I think many listeners will relate to these and it will be helpful to frame these problems before we talk about a lot of the improvements you made. And sounds like the takeaway here for leaders is, one, if you want engineers to feel excited and motivated about being on call, recognize that work and make it feel important to the business. And number two, have solid foundations and processes. If on call is just chaotic and stressful experience, of course, engineers aren't going to be excited about it.
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