An introduction to SWAT team

Good morning, everyone. I'm Amy from Integration team. Today I will make a brief introduction to our SWAT team.

SWAT team has no permanent staff, it consist of people assigned from other teams monthly. This month I was lucky to been assigned to this team and got to know about it. 

It's a team people focus on user service instead of coding. Every day we collect cases from our tiers who help filter and organize cases reported from our customers. Tiers have three levels, tier one, two and three. And three is the highest level which means who know more about tech and can help more on users' operation.

When a case appears, we create a ticket on Jira and then make a investigation to it to decide if it's a bug. Sometimes the information we get is just not enough to make a decision, in that situation, we will ask our tiers to help to collect information from our customers, and the information can be har file or screen recording file. 

When a ticket being created, it will be assigned to people from SWAT team to follow. If a ticket turn out to be a bug, people will follow that bug until it fixed and give it to our customer to have a try. After that the ticket can be closed and the job is done.

That work is not easy as it sound since it's really hard. The hard part can be come from the contacts to our customers or tiers, you know, we cooperate across continents and timezones. It means you send a email, you have to wait until the next day to get a reply, and most of the time, they just ignore your mails. 

And the other part is come from the facing of the case itself, since you don't know much about the project it involved, it's hard to understand what they are saying and when you get what they are saying, you are still facing the problem of how to fix it.

I deeply believe that the problems you choose to face defines you, and I will continue to work. Thanks for listening, that's all.