When I worked for Google as a Site Reliability Engineer, I was lucky enough to travel around the world with a group called “Team...

Discussing software development and engineering processes is a great way to end unwanted conversations at parties. Dull because it feels...

When you launch a new feature, what has worked for your beta users won’t always work as well when your code and your databases are...

My name’s Dale, I’m an engineer and I have a confession to make. I like talking to customers. I know I’m supposed to spend all day...

Be it a marketing site that’s slower than your competitors’, an app that crashes on install, or a blog post that never loads, technical...

At Intercom, we’re ferociously focused on two things: our product and our customers. Keeping a strong bond between these two parts of our...

If you have a mobile app which communicates with a server through HTTP, then you (hopefully) have tests which ensure this communication...

Great bug reports are the the oxygen of quality control. Take them away and everything turns sour. As a Customer Support Lead, I spend a...

One of the core principles we apply to building product at Intercom is “think big, start small”. What looks like a small piece of UI can...

When your company is experiencing growth, you need to concentrate on mitigating downtime – even when that means sacrificing capability....

Do people really leave managers, rather than companies? And if so, how do you fix the problem? The data suggests bad management is a real...

As an engineer, things that don’t make sense keep me up at night. I need to find some underlying order in things. Lately, the thing...

As an Engineering Manager it’s not always obvious where to allocate time for maximum impact. Time spent in 1:1 discussion with my direct...

The transition from engineer to engineering manager can be a tough one. But become a manager of engineering managers and you’re even...

On Good Friday in 1962, Lou Groen trialled a new sandwich in his Ohio burger restaurant. It was a last-ditch attempt to save a failing...

There was a time when I viewed designers with the same scepticism as I viewed homeopathy. When I pictured designers I thought of Mad Men,...

Our product teams pride themselves on working in small, autonomous units. Each team has their own roadmap, their own weekly goals, and...

Software has become an everyday thing. Our TVs are smart, our thermostats learn our routines and our cars will soon drive themselves. How...

What makes or breaks a product team? Strong design principles are one. A clear, effective roadmap is another. But one of the most...

There’s been lots written about how Internet businesses should build software, from books like The Lean Start-Up, and posts from Google...