Support Innovation Group (SIG)

Support Innovation Group

SIG connects the Support team with IT and Product teams, to make sure we have the right tools and improvements to do our jobs well. We identify opportunities, define what we need, validate solutions, and help the team adopt what gets built.

SIG and Support Ops (IT) work in close partnership —

• SIG vets and approves all requests before anything moves forward
• Support Ops will not take requests directly from individuals in Support — all requests go through SIG first.
• SIG and Support Ops will align on a shared roadmap and objectives each cycle.

The Intake Process

• Support Request - SIG Reviews and Prioritizes requests - Works with Ops/I.T. on request
• Intake Request Form SIG Intake Request Form

All requests will be reviewed by the team members (which have been selected by Support Managers).

• Technical Requests
• SIG Projects
• Support Team Meta Work Items
• Support Agent Module- SAM

SIG Support Team Members

SIG Support team members will:

• Be the voice of Support. SIG members aren’t just helpers — they are the people who spot what’s broken, what’s slow, and what’s missing from the day-to-day support experience. Their input shapes what gets built and prioritized.
• Attend bi-weekly meetings plus async intake contributions. This is a focused role within Support to help drive our processes and projects (not a second job). The expected level of engagement is roughly 3-4 hours per week on a regular basis (less than 10% of their time), with a potential for additional time when testing (UAT, Proof of Concepts) or any major functionality, etc.
• Validate solutions before we roll out to the wider team. You will be the ones who get to say “this works” or “this needs to change” before everyone else is affected.
• Build visibility. Working in SIG puts SIG members in front of cross-functional stakeholders — IT, Support Ops, leadership. For support engineers who want to grow, this is a meaningful way to contribute beyond tickets.

SIG Resources

• Support Innovation Group Slack Channel

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