Engineering Enablement by Abi Noda

Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)

Mar 8, 2023

01:10:24

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Episode notes

Introduction

4min

The Challenges of Scaling a Startup

6min

The Importance of on-Call Work

4min

How to Get Engineers Excited and Motivated About Being on Call

2min

The Challenges of Intercom's Growth

4min

The Consistency of Calling

2min

The Tolerance for Unusual Out of Hours Pages

3min

The Evolution of Compensation for on-Call Work

2min

How Dave's on-Call Compensation Changes Impacted the Company

3min

10.

How to Create a Virtual Team for Engineers

3min

11.

The Importance of Active Management in a Team Environment

2min

12.

The Benefits of Volunteering

2min

13.

The Homogenous Tech Stack Is an Enabler for This Type of a Process

4min

14.

How to Boost an Engineer's Reputation

3min

15.

The Importance of Having a Single Point of Contact in an Intercom Team

2min

16.

Terraform: A New Way to Manage Critical Alarms

4min

17.

The Impact of Being on Call on Your Life

3min

18.

How to Calculate Compensation for on Call Work

2min

19.

How to Compensate Engineers for on-Call Work

2min

20.

The Importance of Compensation for on-Call

3min

21.

How Spotify's Intercom Squad Model Has Changed Over the Years

4min

22.

The Balance of Customer Impact and Customer Experience at Intercom

3min

23.

How to Fine-Tune Your on-Call Experience

3min

In this deep-dive episode, Brian Scanlan, Principal Systems Engineer at Intercom, describes how the company’s on-call process works. He explains how the process started and key changes they’ve made over the years, including a new volunteer model, changes to compensation, and more.

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