DevConf.US 2019 has ended
DevConf.us 2019 is the 2nd annual, free, Red Hat sponsored technology conference for community project and professional contributors to Free and Open Source technologies held at the Boston University in the historic city of Boston, USA.

When: Thursday, August 15 to Saturday, August 17, 2018

Venue: Boston University, George Sherman Union Building
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Friday, August 16 • 09:50 - 10:35
Learning from 500 hours of live debugging sessions

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If knowing about a corner case in the software and documenting it is knowledge, then the awareness that most customers will not read that documentation is wisdom. In this talk, we present a list of things that we learned by spending hours and hours working with customers to debug and fix their systems.
Topics such as learning what should and shouldn't be automated, how to learn what customers really need from debugging tools, and the challenges of dictating a mid-sized bash-loop over the phone will be covered. We'll talk about some customer “personalitiesâ€_x005F_x009d_ like the “tortoiseâ€_x005F_x009d_ and the “hareâ€_x005F_x009d_ as well as some techniques such as shadowing teammates on the call. Anecdotes are not data, but they're fun to talk about.

avatar for Raghavendra Talur

Raghavendra Talur

Software Engineer, Red Hat
Joined Red Hat Gluster storage product in 2012. I am one of the maintainers of Heketi project upstream and developer for containerized storage stack in OpenShift. Previously, I worked in Gluster core team and Samba integration team.
avatar for John Mulligan

John Mulligan

Principal Software Engineer, Red Hat
Joined Red Hat in 2017, working on the Container Storage stack, bridging the gap between storage and containerized applications. Prior to Red Hat I also worked in the areas of managing storage systems. I am one of the maintainers of the Heketi project. I live in Lowell, MA.

Friday August 16, 2019 09:50 - 10:35 EDT
Conference Auditorium GS Union, BU