Articles

The Rise of Technical Support Engineers

A customer reports that checkout is broken. Your tier-1 support agent collects screenshots, asks clarifying questions, and escalates to engineering, who discovers the issue is a misconfigured Redis cache that anyone with log access could have diagnosed in thirty seconds. This scenario plays out thousands of times daily across software

 

Articles

The Technical Customer Support Skills That Will Define 2026

The gap between support teams and engineering teams has never been wider - or more expensive. Every vague bug report, every "it's broken" ticket, every back-and-forth clarification thread burns hours that compound into weeks of lost productivity. Technical customer support in 2026 will look nothing like

 

Articles

The Complete Guide to First-Contact Resolution in Customer Support

A customer reports "the app is broken." Your support agent asks what browser they're using. Two days pass. The customer responds. The agent asks for a screenshot. Another day passes. By the time anyone understands the actual problem, a week has evaporated and the customer is

 

Articles

Beyond Resolution Time: What Forward-Thinking Support Leaders Actually Track

Support leaders spend years optimizing for resolution time, only to watch the same bugs resurface across hundreds of tickets while engineering drowns in incomplete reports. The metric that was supposed to indicate customer satisfaction actually incentivizes superficial fixes, masks systemic product issues, and creates an adversarial relationship between support and

 

Articles

The Most Common AI Adoption Mistakes Support Leaders Make (And How to Avoid Them)

Support leaders are rushing to adopt AI tools, driven by executive pressure and competitor moves, only to watch their initiatives stall or fail within months, with 70-85% of AI initiatives failing to meet expected outcomes. The pattern repeats across orgs: promising pilots that never scale, teams that resist using new

 

Articles

How Modern Teams Use AI To Eliminate Support-Engineering Silos

A customer reports a checkout bug at 2pm. By 2:15pm, support has logged a ticket with a vague description. By 3pm, engineering sends it back asking for browser details, console logs, and reproduction steps that were never captured. By EOD, the bug still isn't fixed and three

 

Articles

7 AI Tools Every Customer Success Team Needs in 2025

A customer success manager at a B2B SaaS company once told me she spent 15 hours each week manually updating health scores, pulling usage data from three different dashboards, and trying to predict which accounts might churn. By the time she identified at-risk customers, they were already halfway through their

 

Articles

Screen Recording Tools For Modern Customer Support Teams

A customer writes "the checkout button isn't working" and your support team sends back five clarifying questions. Three days and a dozen emails later, you're still not sure which button they meant or what browser they were using. Screen recording tools let customers show

 

AI

All 5 talks from Cloudflare + Twilio + Jam SF tech talks night

AI demos by builders from Coframe, Weaviate, Jam, Twilio & Cloudflare.

 

Articles

10 Bug Reporting Tools That Actually Help Developers in 2025

The best bug tracking tools that you can use in 2025. We looked into what makes them so good – their features, their user's ratings, and top use cases.

 

Articles

How To Simplify Bug Tracking with Powerful Software in 2023

In today's fast-paced world of software development, bugs are inevitable. These pesky issues can cause delays, frustrate users, and damage a company's reputation. That's where bug tracking software comes in. With its powerful features and intuitive interface, bug tracking software has become an indispensable

 

Articles

The Essential Bug Reporting Tool for Quality Assurance in 2023

In a startup environment where the agility and efficiency of QA teams are paramount, novel bug reporting tools like Jam are reinventing the game by enhancing communication, streamlining bug tracking, and fostering collaboration. In today's tech-focused column, we dig deep into the features that set these bug reporting

 

Articles

Error 2002 (hy000): Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) - Easily fix your MySQL error

When you're attempting to connect your MySQL databases to an Node.js app, you might sometimes run into a error message which sounds like this: "Can’t connect to local MySQL server through socket ‘/tmp/mysql.sock’ (2)". Below we'll explore a solution to

 

Articles

Fatal error: python.h: no such file or directory - How to easily fix the Python error

During the installation of a Python package with C extensions, you might encounter an eror message that reads "fatal error: python.h: no such file or directory". Typically, this error occurs when the C compiler fails to locate the necessary python.h header file. Fatal error: python.h:

 

Articles

Error handling in JavaScript - Catch errors in JavaScript

Let's be fair, there's no way of programming without creating and running into errors. Of course, what makes the difference is how you handle said errors. And Javascript is no stranger to error to a not so awesome error handling system. What are Javascript errors and

 

Articles

Fixing HTTP 415 Error on your Wordpress website - Unsupported media type error

As it's become commonplace for websites to contain different types of media in order to make themselves more appealing, that has increased the odds that sometimes an error might get thrown, and the error in cause is the HTTP 415 error. What type of issue is the HTTP

 

Articles

Error: "your local changes to the following files would be overwritten by merge:" - How to easily fix in Git

You might have run into the error "Your local changes to the following files will be overwritten by merge" which occurs due to the version control mechanism that Git has. The reason why this appears it simple -- you made local changes to some files that create a

 

Debugging Guides

Troubleshooting the error message: "error:0308010c:digital envelope routines::unsupported"

Whenever you're working with Node.js apps, you might run into an error message that's a pretty common occurence, which is "error:0308010c:digital envelope routines::unsupported". This often indicates that you have an issue with your SSL/TLS configuration and it typically arises

 

Debugging Guides

Error [err_http_headers_sent]: cannot set headers after they are sent to the client - How to solve the Javascript error

When you happen to stumble upon the "Cannot set headers after they are sent to the client" error message, it's usually because you're trying to send multiple responses in a Node.js or Express app. It typically happens when you try to modify the

 

Debugging Guides

Error: pg_config executable not found. - How to solve the Python error

Whenever you're trying to install the package Psycopg2, the PostgreSQL database adapter created for the Python language, you might run into a familiar error: Error: pg_config executable not found. Please add the directory containing pg_config to the PATH Luckily, this is a pretty easy to fix

 

Debugging Guides

GPG failed to sign the data fatal: failed to write commit object - How to solve the error in Git

Sometimes, after you have installed GPG for Git and are trying to commit changes, you'll run into the below message: error: gpg failed to sign the data fatal: failed to write commit object How to debug the issue First, you should start with a simple 'GIT_TRACE=

 

Debugging Guides

Error: hydration failed because the initial UI does not match what was rendered on the server. - How to solve the error in React

Ocassionally, when coding a React app, you'll run into this message: "Error: hydration failed because the initial ui does not match what was rendered on the server.". This happens Server-Side Rendered applications when the HTML that's being generated on the server will not match

 

Product Management

15 ChatGPT prompts to create great Product Requirements Documents (PRD) every time

In your daily work as a product manager, one of your key responsibilities is to create a Product Requirements Document (PRD). In a PRD you outline the features, functionality, and specifications of a product that your team plans to build and it serves as the blueprint for the development team

 

Debugging Guides

Fatal error: how to fix Javascript heap out of memory error

Sometimes when a Node.js process runs out of memory while attempting to allocate new objects on the heap you'll into a "FATAL ERROR" message with the details being "Ineffective mark-compacts near heap limit Allocation failed - JavaScript heap out of memory". What is

 

Debugging Guides

How to clear DNS cache on Chrome. Tips on using chrome://net-internals/#dns

Chrome, like all the other web browsers, stores DNS (domain name information) in a cache in order to speed up websites' loading times. This cache can sometimes become outdated or corrupted, which causes issues with website access. Sometimes, clearing the DNS cache resolves these issues. Here's how