[josh_carterPDX]

I loved my time at Twilio partly because Jeff made it a point to make sure everyone, no matter their role, understood what was happening in support. Many engineers, product managers, and even sales people would take support tickets to get a better understanding about what the customers were struggling with.

Every company needs to do more to understand what the customers are struggling with and the easiest way to do that is to get on the front lines.