Hi, I'm Enrique.

I work in support engineering. I like finding out why something isn't working and helping my team do the same.

I've worked in support for ten years and in management for six. Most recently, I led a global support team at Sourcegraph.

Supporting a team How I support a team.

I encourage curiosity on my team. I want people to ask why a customer needs something or why they're seeing an error, rather than stop at the immediate answer.

Understanding why a system behaves the way it does helps us investigate problems and find ways to improve it. I listen to questions and help people build confidence in their own judgment.

Solving problems How I work through a problem.

I start by understanding what the customer is trying to do, beyond the problem they're reporting. Then I check what changed and try to reproduce the problem.

I keep the customer involved by explaining what I think is happening, what I've tried, and what I've ruled out. Sharing the reasoning helps technical users follow the investigation and builds trust.

My goal is to resolve the problem and share what we learned. The customer, the engineering team, and my own team should all understand more than when we started.