Support and Console-ation REWORK

In the last several years, a group of Basecamp customer support representatives has developed an expertise around "on-call support," or tackling some of the thornier technical issues that require diving into the code base of our applications. This team of self-taught specialists grew out of curiosity, creativity, and an approach to programming that emphasizes fixing over building.
Show Notes
Basecamp's customer support team - 00:13
Jim Mackenzie on Twitter - 00:55
Jamis Buck on Twitter - 3:18
Jamis adapted his original Basil & Fabian on-call notes into a series that teaches newbies about algorithms and computer science. You can read Basil & Fabian on Jamis' website or on Kindle - 3:27
Dan Kim is now a programmer on Basecamp's Android team - 5:57
how to make templates in Basecamp 2 - 6:30
Wikipedia's explanation of traceroutes - 13:54
Kibana is another technical tool used at Basecamp - 14:55
our episode about holding office hours - 16:05
Rosa on Twitter - 16:07