{ "media_type": "text", "post_content": "To my fellow support engineers, what level of access are you given to update production data in order to resolve issues? I work for a SaaS company and don't have much access at all to update machine states or data values. Did your engineering team build you tools? What do they do? There aren't a lot of resources online in this subject!", "post_id": "5ff4adfb659cbf002bb4e7e1", "reply_count": 4, "vote_count": 3, "bowl_id": "55375ce690f5eebe1d2a0f88", "bowl_name": "Tech", "feed_type": "crowd" }

To my fellow support engineers, what level of access are you given to update production data in order to resolve issues? I work for a SaaS company and don't have much access at all to update machine states or data values. Did your engineering team build you tools? What do they do? There aren't a lot of resources online in this subject!

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I don't think support people should be making a lot of changes in prod systems. We allow some highly limited changes.

There's some support roles where you would be! But that's mostly doing internal IT support, not doing customer support for a SaaS company.

I think the reasoning is outlined well by the other commenters. Support is a role where you talk to customers and find out their issues. These are either so urgent they need to be remediated immediately, which means the team supporting that system should do it. Or they're longer term, which means product and engineering should take time to look into the issue and understand if it's worth doing.

Support usually doesn't have the expertise to change stuff more than, say, a feature flag. Nothing against support, they're amazing at what they do. It's a question of knowledge. I (an engineer) don't have the knowledge to go and remediate the issues of most other teams, either! It's part of the separation of concerns that's necessary in a SaaS company

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Are you directly responsible for production site reliability and uptime? If not, then data changes and machine state should be requested through production change control, hot-fix pipeline or have specific tools in place that have been blessed by product engineering, SRE/Ops and InfoSec.

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Are you under any certifications like PCI that control access levels? In those kinds of environments, I had access to tools to update the data, or I had to escalate a ticket to an adjustments department (banking industry).

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Thanks all for your feedback! Sounds like my situation is not uncommon and that's a good thing!

I came from a small infrastructure startup where we had more control of production ops and wasn't really sure if that was the exception of the expectation. Makes a lot more sense to me that we'd want to keep production access limited to the engineering teams responsible for that system and therefore utilize CI/CD pipelines.

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