[trzmiel4]

> I know how dumb customers can be

I find this insulting as a customer. Is AWS usually contemptuous of its customers?

I don't think I've ever called my customer "dumb", and working as a consultant I've seen all kinds of interesting things.

People make mistakes. They're always in a hurry. They may have a hard time understanding ambiguous, complex or incomplete documentation. The interface may be confusing and lead them to bad solutions. Come on, support is there to help.

Take it easy, shall we?

[dylan604]

>I find this insulting as a customer. Is AWS usually contemptuous of its customers?

Oh come off it. We've all seen the idiotic things that "users" can do. Someone complains something isn't working. Then you go through the steps to see what they have done, and you think "why would you ever do that?" We've all been there, and if you haven't been there then you just haven't had much interaction with "users".

"Take it easy, shall we?"

[dastbe]

because it’s a complex product, and having empathy for customers is far more helpful than having contempt.

[dylan604]

having empathy does not exclude that you can't also still think the users are not smart. you're empathy can come from them being total ID10T users.

[twosugars]

You sound like never worked in support area.

[grumple]

I've had many AWS support engineers (and higher engineers) look at things in our env and say "I've never seen that before" and have no clue what was happening. It's a two way street. Everybody can't know everything. And remember that many devs in the real world have much broader domains than AWS engineers - I have to know every nuance about 30 AWS services, as well as my own applications and my own domain. An AWS engineer would be limited to having a deep understanding of one or a few services, and has internal experts on individual services to reach out to when they don't have some information. But sometimes even AWS devs might not be aware of a little line in the Lambda docs like "Background processes or callbacks that were initiated by your Lambda function and did not complete when the function ended resume if Lambda reuses the execution environment. Make sure that any background processes or callbacks in your code are complete before the code exits." [1] There are gotchas like this with every service, and missing a single line within the novella of docs AWS provides for each service is not a significant failing. There are also issues and concerns that are completely undocumented and are only learned with experience.

As a developer for a SaaS, I have to spend some time on support every day, including for devs who have refused to read our documentation for a particular service we provide (and the only one these devs use). It's frustrating, I know. You should assume that the developers who are your customers are unlikely to be stupid, and are instead just not informed about something or haven't read the docs (maybe they didn't know where to look, or like many, they are too busy to justify spending a day reading the docs for lambda). Best thing to do is direct them to the relevant parts of the documentation and do your best to help those people.

1. https://docs.aws.amazon.com/lambda/latest/dg/runtimes-contex...

[KaiserPro]

I am not an expert in AWS, but I have been using it for far too many years and am intimate with a number of workarounds for common problems(fuck you cloudformation).

But, I have sent off helpdesk requests for things that turn out to be me being very stupid.

[cgio]

As a customer, I don’t take it as an insult, we all can (as per gp) be dumb on occasion, without actually being dumb in general. On the other hand, the comment did not offer much assurance with regards to the topic at hand either.

[shepardrtc]

> working as a consultant I've seen all kinds of interesting things.

You shouldn't compare consulting vs tech support. Especially when your billing rate is noticeably higher.

[robertlagrant]

And tech support have to deal with the really dumb, annoying questions.

(I'm not tech support; I'm one of the ones asking said questions of them.)

[duxup]

He knows how dumb they CAN be, not necessarily all or you.

Everyone who works with customers knows how dumb they can be and how much extra work goes into supporting them.