Debugging Support: The Buenos Aires Team

In traditional Support teams, a Support Engineer usually receives cases from the customer, tries to troubleshoot them and if they cannot solve the issues by themselves, they escalate it to the product team. At MuleSoft we decided to build the team in a completely different way —composed of professionals with backgrounds in software development, testing, and infrastructure.
“None of the members of Support had actually worked in a support role before MuleSoft.”
Martín Monsalvo and Germán Solis are the managers of the Support team,