The Circuit Breaker

The Circuit Breaker

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Where infrastructure is heading, from the people already building it there.

Aug 18

From Watching Servers to Watching Humans: The Future of Observability | Joe Crawford, Glassbox.

Everything on the dashboard is green - and your customers are still leaving. Why? In this episode of The Circuit Breaker Podcast, Nati Shalom sits down with Joe Crawford, Head of Solutions Engineering at Glassbox, who spent 17 years running enterprise monitoring and observability at Morgan Stanley and Citi before moving to the other side of the stack: watching real users instead of servers. We dig into the blind spots that traditional observability can't see, why MTTR is the metric that quietly decides your revenue, the organizational silos between SREs, developers, frontend and backend — and what actually has to be true before you hand production over to an AI agent. Joe's take on autonomous SRE is refreshingly unromantic: ~80% of SRE work is repeatable and automatable, but 90% accuracy in a mission-critical system is closer to a liability than a feature. And remediating fast without handing over context isn't a fix — it'sa rollback button that destroys the evidence. 🎧 What we cover: Why synthetic monitoring and RUM solve different problemsDead clicks, form validation errors, and accessibility issues asThe real cost of high MTTR: churn, revenue, and the customers whoAssisted vs. autonomous: the verification tax of 90%-accurate agentsRemediation vs. resolution — and why context handoff is the whole gameWhy topology and dependency awareness have to come before theThe converging worlds of system observability and user observability 👤 Guest: Joe Crawford, Head of Solutions Engineering, Glassbox 🎙Host: Nati Shalom Join The Circuit Breaker Community-https://www.linkedin.com/groups/32760101/

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Where infrastructure is heading, from the people already building it there.

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