Tag: Team Magnet

Continuous Improvement – One on One Tweaks (Pt. 2)

Continuous Improvement - One on One Tweaks (Pt. 2)

Continuing With Continuous Improvement

I wrote about continuous improvement before and how I’ve been trying to tie that into my leadership role through changes to my one on one process. To recap, at our organization we try to roll continuous improvement into most things that we do. We’re well aware that we’re not going to get things perfect the first time, so as long as we have a process in place to learn, reflect, and adapt, then we can make changes to better our situation. It’s something that’s ongoing and it doesn’t really have an end. So long as your organization is growing and changing over time, or the environment in which your organization is changing over time, having continuous improvement baked into your culture is key to success.

Previously, I mentioned that at Magnet Forensics I hold regular one on ones with my team members. I made a tweak to them that included summarizing notes before holding the one on ones and saw a great improvement. I felt that for now this would be a positive change that I’d like to continue on with. I’ll keep reflecting on whether or not this makes sense over time.

What’s next, then?

Recognition

Recognition is something that I think is fundamental to keeping people engaged, but it looks different for everyone. When I comment on things or share things on social media, I often reflect on how recognition is incredibly important. It’s been a goal of mine to try and do a better job at recognizing my team members for the hard work they’re always putting in.

That was my next hack for continuous improvement. How could I leverage my one on one time to do a better job at recognition? Well, if recognizing my team for things they do is high on my priority list, then it should fall high on the one on one discussion list. The first thing, actually.

So now that I create a summary of topics to go over in our one on ones, I reflect on what my team members say they work on and I toss in other stuff they may not have mentioned. Did they have big accomplishments in our sprint? Did they have things outside of work? Did they have tweaks they suggested for the team to try? Accomplish goals they set for themselves? I try to gather that information and comment on a couple of things at the start of our one on ones now.

I want the team to know that their hard work and their success does not go unnoticed and that they should all keep working to the best of their abilities.

Results?

I’ve only been doing this recently, so I can’t quite say that I’ve noticed big differences. In my opinion, the team has been entering a solid groove over the past few months but it’s hard for me to say whether or not these one on one changes had any impact. I like to think that they did. I’ve heard from several people that they’re really happy with where the team is at.

Has this brought about anything negative? Were there any cons to rolling out this change? I’d say no, not at all. It’s no extra effort for me to reflect on what accomplishments each team member has add. I mean, I’m not writing out lengthy documentation on each accomplishment, but I jot down a couple of points on what I want to call out. I think if anything, that quick exercise has been really positive for myself, if not for the other team member.

So, in the end, I think this small tweak has been a positive change for me in terms of doing a better job of recognizing the team. I also hope that the team has a better understanding that myself and others do see their hard work and efforts.

Keep on it, Team Magnet!


Techno Security 2014

Magnet Forensics Booth at Techno Security 2014

Techno Security… What’s it all about?

Techno Security is a conference that was hosted by NUIX this year in Myrtle Beach. As that first link suggests, this conference has been bringing IT security professionals together for 16 years now. Techno Security doesn’t aim to be the biggest conference of it’s kind–just the best.

At the Myrtle Beach Marriott Resort this year, Techno Security capitalized on a lot of the hotels real estate. There was a large banquet hall style room that was opened up for a great host of exhibitors. There were so many exhibitors that there was even overflow into the hallways surrounding the main exhibit area. On the other sides of those hallways there were rooms and smaller halls for training sessions. Even the halls in the basement of the hotel were packed with IT security and forensic-related sessions.

First Conference Perspective

This was my first conference not only with Magnet Forensics, but also in my professional career. While I’m not a product manager within our organization, I was selected to go to act as an ambassador for our primary development team. It was a great experience on so many levels.

Firstly, hanging around our booth during the day was absolutely incredible. We were almost always swarmed by people asking about our product or organization. We even had people coming up just to tell us that they love our product or that they wanted to thank us for having great interactions with our team back in Canada. It was almost overwhelming–but in a good way 🙂

I was able to sit in on some sessions and hear about what some other organizations are doing. There were companies like Berla that I had never even heard of that provided a high level overview of some of the really cool technology they’re working with. There were companies like Cellebrite and NUIX (that I had heard of) that provided really informative sessions on how to use their products and the benefits they offer. Not only were the sessions packed with information, but I really got a feel for what the digital forensics community is like outside of interactions with Magnet. It truly does feel like a tight knit group of people that at the core of it have one common goal–uncovering the truth.

One of the best experiences I had while at Techno Security was the “unofficial social events” that would take place each night after all of the sessions were done and exhibitors were packed up. Our team would get together outside with a couple of drinks in the warm weather–and no, that’s not why this was one of the best experiences–and some experts in the industry would meet up with us to talk. It was great to get to meet some customers and get a glimpse of what their lives are like: dealing with tons of cases, working through murder cases, working through child abuse cases, etc… It’s impossible for me to fully understand what it’s like for them, but getting a peek was more than enough for me. Again, customers were letting us know just how big of an impact Internet Evidence Finder is making in their investigations. Knowing that you’re making a difference for someone is one of the most rewarding feelings, and I hope the Magnet team truly understands that we are having a huge impact.

Closing Comments

Techno Security was not only packed with informative sessions and vendors with really awesome technology–it was filled with people who spend their days trying to get to the truth. It was amazing to hear all of the positive comments from customers and to get a glimpse of what their lives are like performing investigations. I’d love to go back next year to learn more and reconnect with all of the great people I got to meet.

Nick and Jad at the Magnet booth - Techno Security 2014

There’s me providing The Boss Man Jad Saliba with an arm rest at the Magnet booth at Techno Security 2014


Back On The Radar

Back On The Radar

No More Silence.

I’ve been pretty quiet over the past month and a bit, but that doesn’t mean that nothing is going on behind the scenes. I’ve been busy (maybe a little bit too busy?) and I haven’t really put in the time to create or share any content online. When I over commit, something has to give, unfortunately.

Okay, so what’s been happening?

New Hires!

We’ve brought on some amazing talent to help at work, and that’s always incredibly exciting. We had Chris Sippel return to us after finishing up his final portion of school. Chris is a bit quirky (and that’s really why we love him) and started with us in the early days. Pumped to have you back, buddy! We brought on board Jason Gregory and Matthew Beamer who bring a host of skills that are truly going to help our team. Last but not least, we have Graeme Harvey to help ensure that we maintain the highest quality in our software.

Again, I’m excited to having all of the new guys on board. They’re truly going to have a huge positive impact on our team. Oh! Did I mention Graeme has a blog on testing? Check out ITestStuff.ca. It’s still young but I’m sure there will be some cool content going up there 🙂

Magnet In The News

Of course Magnet Forensics hasn’t been out of the news. Here’s a few cool articles about stuff that’s happened over the last couple of months:

Conferences

Magnet just came back from CEIC in Las Vegas. I wasn’t able to attend, but from speaking with my colleagues, the show was a great success. It’s always awesome hearing customer feedback. Knowing that we’re making a difference is really what drives us. It’s also important for us to hear if users are finding parts of the software hard to use to so we can address it.

This weekend I have the pleasure of being able to join Magnet at Techno Security in Myrtle Beach. This will be my first conference with Magnet, so I’m pretty excited. I’m really hoping to get some of that first-hand customer interaction and hear about how people are using our software. I’m sure I’ll be able to share more once I’m back

Hopefully you’ll see a bit more from me on your radar!


Snow Tubing with Team Magnet – Weekly Article Dump

Snow Tubing with Team Magnet - Weekly Article Dump

Snow Tubing

First off… If you haven’t ever gone snow tubing, get off your computer and get to your nearest snow tubing park.

Now that you’re back from that, we’re all on the same page. Friday was another one of Magnet Forensics‘ staff events and we were fortunate enough to go tubing at Chicopee Tube Park. I hadn’t been snow tubing before–only water tubing–and I haven’t even been on a ski hill or anything for years. To be honest, snow tubing to me seemed like a bit of a glorified crazy-carpet experience which would be fun, but get boring after a couple of runs.

I’ll be the first to admit I was dead wrong. Snow tubing was probably the most awesome way for the entire Magnet family to cut loose this quarter. Most people either love or hate the snow, so finding a big group activity for a company to participate in outside in the Canadian winter can be tricky. Snow tubing was perfect though. It wasn’t too intense that people had to shy away from it and it was exciting enough to keep us entertained for the few hours we were there.

Kelly, you did a great job coordinating the staff event! It was great to see everyone come out and have a blast. Thanks for being awesome, Team Magnet.

Articles

  • The Difference Between Managers and Leaders: In this article by Ilya Pozin, he touches on some of the differences between managing and leading. In my opinion, there’s often the idea that managing people is terrible and leading people is the best thing you can ever do. I get that kind of vibe from this article, so I wanted to point it out right at the beginning. I think that a good way to look at it is like this: Being a manager does not make you a leader, but being a good leader sets you up to be a great manager. Leading and managing are different things, and the better you get at leading the better you can become at managing. With that said, I think the article touches on a lot of great leadership points.
  • 5 Ways to Finish What You Start (and Why You Often Don’t)Susan Perry writes about something that a lot of us likely experience pretty regularly. You pick up something new only to end up abandoning it not too much later. Starting a new project or hobby is exciting and it can be really easy to dive head first into something for this very reason. However, if you find that you always start things and never finish them, it might be worth paying attention to some of Susan’s suggestions.
  • 15 Benefits Of Being An Intelligent Misfit: Isaiah Hankel talks to us about what an “intelligent misfit” is in this article. The idea is that swarm thinking is more about just reacting to things, and that’s not overly beneficial. By being unique and standing out, you actually attract others that are unique like yourself with shared interests. As a result, you end up building a network of people that are truly like you instead of conforming to a group. Isaiah goes on to list 15 benefits to standing out in his article and it’s certainly worth the read.
  • Build the perfect teamPeter Mitchell talks about what ingredients you need to build your perfect team. Establishing a common culture and attitude are things that are definitely among the top. Creating clear goals and objectives for your team will also help pave the way for success. One of the most important parts of creating a team is coming up with complementary skill sets. This can be difficult because you want to create a team with people that think alike but have different skills–and often this is hard for people to separate.
  • Fire, Being Tired.: John Hope Bryant gives us a different perspective on what it means to be tired. He says that it’s not just about lacking energy to do something or not getting enough sleep. Being tired is more about losing interest in something. Why? Well even when you’re run down or low on sleep the things that you’re truly interested in can get you excited. John’s suggestion is stick to things that truly interest you–be honest with yourself. Don’t stay in a job where you’re watching the clock for the end of the day. Find your drive and your motivation.

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Recognition: One of Team Magnet’s Masterminds

Recognition: One of Team Magnet's Masterminds (Image by http://www.sxc.hu/)

Background

At Magnet Forensics, I lead an awesome team of people with the mission of creating forensics software to help investigators around the world solve crimes. We’re stacked with incredible people–and not only on the team I’m on, but company-wide. We do a great job of recognizing our achievements as an organization and as a team, but also on an individual level. If someone has gone above and beyond, we don’t keep that a secret.

I’ve been trying to make more of a conscious effort to recognize the people I work with, especially in ways that are unique to my own style. I think recognizing people in person is important, but you also need to consider your setting. Sometimes recognition in a public forum isn’t actually appreciated or isn’t nearly as effective as appreciating in a one-on-one setting. I find even for myself that I get uncomfortable when being recognized in a public setting.

With that said, I wanted to recognize an individual I work with without shining too much of a spotlight directly her. Thank you, Christine, for all of your hard work.

Broken Retrospectives

At Magnet, we try to adhere to some agile philosophies.  It lets us pivot pretty quickly to customer needs–which keeps them quite happy–and still lets us deliver rock solid software. We develop in short cycles called “sprints” and at the end of every sprint we have a retrospective to look back at what worked well and what didn’t. That way in the next sprint we can make improvements. Keep the good stuff, drop the broken stuff and try out a thing or two that’s new. This is excellent for continuous improvement unless…

They don’t work.

We would run our retrospectives religiously, but it seemed like nobody really wanted to be there. It was a seemingly forced meeting where I felt a lot of the time I was trying to stir up conversation. By the end of the meeting, just about everyone would have chimed in, but there weren’t a lot of ideas being generated. It was long, boring, and didn’t accomplish any of the goals we wanted it to. Thus, our development cycles stayed basically the same for a while. They worked and they didn’t appear to be broken enough that people wanted to see change.

Things remained the same until I received some input from Christine. When Christine read an article on LinkedIn called I Like, I Wish, I Wonder, she thought it might have some positive carry-over to our development process. If Christine thought that it might spark a change in our retrospectives, that was more change than I was hearing from the team in general (including myself, to be fair). So I decided we’d give it a shot.

Annnd we haven’t looked back since.

I won’t go too in-depth on how I Like, I Wish, I Wonder has rocked our retrospective world because I want to save that for a separate write-up. The point is that it did, and it’s all thanks to Christine for digging it up for us. We’ve started to completely overhaul different aspects of our development process now that retrospectives are effective. I really started to realize just how big of an impact it had when I was explaining some of the development process changes to our CEO. I remember thinking “Wow… If we wouldn’t have switched our retrospective process, we’d be nowhere near as efficient”.

So, thank you for the retrospective idea, Christine. For anyone else looking to flip retrospectives around, try out the I Like, I Wish, I Wonder scheme.

Personalities

I can imagine a lot of people in the development world don’t think too much about personalities. I know I didn’t. Sure, everyone is different. Everyone has their own effective ways of communicating, things they like, things they don’t like, and optimal situations for working. I get it. Now let me go do my work and you go do your work. In an ideal world, you just assume everyone can figure out everyone else that they’re working with, and things will just be fine. Except things are never ideal, and it never hurts to put in a bit more effort to make sure you can get your team up to speed.

So we tried something out. I worked with my HR manager (read: communicated a potential scenario for our development team, let her run free with her awesome creative ideas, and then helped her where she needed it) to roll out a Myers-Briggs personality test for a small sub-team of our development team. If you aren’t familiar with the tests or the concept, check out the link and read up on it! We figured it would be best to try this kind of thing out on a small part of the team to see if they would find value in it, and if so, we’d try the whole team.

After we rolled out the Myers-Briggs results with the small team, the benefits were immediately noticeable. We didn’t even have to leave the room before seeing the benefits. We knew there was some potential here, so we were already excited to try it out with the rest of the team. With everyone being aware of how other individuals may act and react when communicating and working, it makes a big difference in how particular scenarios are approached.

Thank you, Christine, for making differences in personality something to be cognizant of and then supporting our roll-out of Myers-Briggs. For anyone reading this that manages a team or is part of one… Consider the personality types of the people you work with. Maybe you don’t need a formalized Myers-Briggs plan, but it’s worth raising awareness of it.

Thank You, Christine

Christine, you’ve made a lot of great contributions to the team and I’d like to thank you for them. Our development processes have been able to greatly improve thanks to your initial suggestion. I’m sure we would have adapted over time, but your suggested tweaks have certainly acted as a catalyst. Your furthered support with the personality type analysis and subsequent rollout was also greatly appreciated. You were able to participate in our mini-experiment and offered great feedback to turn it into a success for the entire team.

Thank you. I’m looking forward to what this year will bring!


Swamped But Ready To Push Forward

Swamped But Ready To Push Forward (Image by http://www.sxc.hu/)

Mini Update

Just thought I’d get a quick one out there to say I’m still here. To be honest, I haven’t kept up to speed with my weekly updates or even sharing articles on social media like I try to do on a regular basis. But that’s just how life has been the past few weeks, and there’s no sense beating myself up over it. Time to acknowledge it, and time to push forward.

Work has kept me swamped with things to do. I’ve been busier than normal the past few weeks and it’s largely due to things going on at work. But I’m not complaining. I actually prefer times at work when I feel nearly overwhelmed. The added pressure (whether artificially inflated by my own doing or not) really helps me buckle down and become productive. It’s a great feeling to be able to reflect on a week’s worth of work and know that a lot got done. It’s even better to see the culmination of your work after several months and how far it’s come. If work weren’t enjoyable, I’m sure I’d have a completely different take on this one!

I’ve noticed that my post on creating a tabbed Android user interface has still kept up with a ton of traffic. I’m actually getting some private requests for help outside of public forums regarding this post, and I’ve been falling a bit behind on those too. It’s great to see people are actually benefiting from this blog post though!

What I’ve Been Doing

Not blogging. But you already knew that!

Well I mentioned work has been pretty busy. Magnet Forensics has launched another update to Internet Evidence Finder, so we’re now on version 6.3 of the product. Even though our process for launching a new release has come a long way, there’s still a ton of extra work and stress that comes with any release. Any potential bug that shows its face has to be closely considered for whether or not it should block the software from being released. Any odd behaviour with the application needs to be acknowledged and documented if it won’t be fixed for the release–So if customers contact us, our tech support can easily guide them through workarounds. Of course while that’s happening, the development team is already hashing out how to solve it for the next release.

There’s a lot involved for a release. It’s hectic but it’s exciting. Reflecting on everything that went into the latest release of our software, I’m still amazed. Every time we put out a new version we always make the previous release seem like it was a minor update. I’m extremely proud of the development team at Magnet for being able to rally and put together an awesome product, and of everyone at Magnet for being able to have an awesome version launch.

Thanks Team Magnet!

What’s Around The Corner

So I had actually started on a few things–I swear. I just didn’t get around to finishing them:

  • I have a recognition blog post I want to rework and get put out. This one is long overdue, but it’s near completion.
  • Two assorted leadership/startup-esque blog posts are in the works. These ones still need a ton of work.
  • My leadership blueprint blog post! I mentioned a while back now that I wanted to do a post on this, but I haven’t started yet. I’m really looking forward to this one.
  • Actually posting and sharing on social media again. Sorry!
  • Weekly article dumps. Again, once I start sharing, I can get back on track with these!

There’s a whole lot on the way!


Deloitte Companies to Watch – Weekly Article Dump

Deloitte Companies to Watch - Weekly Article Dump

Deloitte Companies to Watch

Another impressive accolade for Magnet Forensics! Deloitte has placed Magnet on their top 10 companies to watch list! To qualify for the list, the companies need to be operating for less than five years, be based out of Canada, and put a large portion of their revenue to generating intellectual property. Our CEO, Adam Belsher, had this to say about the award:

“We are honoured to be named one of Deloitte’s Companies-to-Watch. This award recognizes the hard work and dedication of our team. We’re thankful for the success we’ve achieved, and we’re incredibly proud to be contributing to the important work done by our customers who use our solutions to fight crime, enhance public safety, protect companies from fraud and theft, and ensure workplace safety and respect for their employees.”

Magnet Forensics Press & Events

The event was put together very well. It was great to be able to interact with individuals from the other companies and share success stories. I even had a chance to meet up with Stephen Lake of Thalmic Labs and have a good chat with him. I’m going to name-drop him everywhere I go because he’s my old university room/house mate! He also happens to be a incredible person that if you have the chance to meet, you absolutely should. Here’s some coverage on twitter of us talking with our founder Jad Saliba:

We enjoyed the whole night, and we were grateful for Deloitte putting on the event. The entire Magnet team is very proud of our achievements.

Articles

  • What comes first: employee engagement or great work?: A short but interesting article on employee engagement. The author claims that most employees probably start of at their position very motivated and engaged. Over time, an employees engagement drops if their leaders are not proactive in keeping their engagement levels up. By proactively acknowledging the success of your employees, you can keep your team engaged and producing great work.
  • Great Leadership Starts and Ends with This: Jeff Haden put together this quick little article about an answer an audience member gave about what the key to leading people is. Caring. Overly simplified? Well, the individual went on to say that regardless of all of your strategies, plans, and experience, if you can’t prove that you truly care about your team then they aren’t going to buy in. I’m never one to buy into something so absolute, but the takeaway for me is that team members cannot be looked at entirely as resources. Sure, the people on your team affect productivity and in that sense are resources, but forgetting to acknowledge the human side of things is a recipe for failure.
  • 9 Ways to Win Employee Trust: In his article, Geoffrey James put together a great list of nine things to help build trust with your team. I wouldn’t say these are groundbreaking things, but it’s important to be reminded about them. Try reflecting on his list and seeing if you actually do the things you think you do. You might be surprised. Some of the top things on the list for me are ensuring employees’ success is number one on your priorities, listen more than you talk, and walk the walk. Great list!
  • Lambdas: An Example in Refactoring Code: I put out this programming article earlier this week and had some great feedback. In this article, I talk about a real world example of how using lambda expressions in C# really helped when refactoring a piece of code. Some people have never heard of lambdas, and some people seem to hate them. In this case for me, it greatly simplified a set of code and reduced a bunch of extra classes. I definitely owe it to myself to start investigating them a little bit more.
  • Executive Coaching: Bringing Out Greater Leadership: This article is all about taking charge with your leadership. Judith Sherven talks about executive coaching for leaders, but the main points I see in here are around confidence. If you aren’t confident in your ability to lead, motivate, and inspire how can you expect anyone else to be? It ends up becoming a tough balance, because you need to listen and take feedback from your team, but when you make decisions you should do so with confidence.
  • Stop Worrying About Making the Right Decision: Ever heard of paralysis by analysis? This article does a great job of explaining why you shouldn’t let that creep in to your leadership approach. It’s important to make good decisions–there’s no doubt about that. But the reality is that no matter what decision you make, there are certain unknowns that can creep in and potentially have a huge effect on the choices you’ve made. So what’s more important: making the perfect decision, or being able to adapt effectively?
  • Appraising Performance Appraisal: Steven Sinofsky‘s article is a bit of a beast, but it’s a great starting point if you’re reconsidering performance appraisals. Even if you’re totally content with your performance review system, it might be worth reading to spark some ideas. Steven does a great job of pointing out some common pitfalls of typical performance appraisal systems and comments on some things you really need to try and understand before sticking to any one system. I’m not well enough versed in the performance review and/or human resources side of things, but this article certainly has enough to get you questioning the common approaches.
  • Tab Fragment Tutorial: Shameless plug for my Android application that I put out on the Google Play store. It’s the end result of the tutorial I wrote up over here. I think it’s going to blow past my legitimate application for converting units!
  • Does a Good Leader Have To Be Tough?: Deepak Chopra has some seriously great articles. In this article, he analyzes the pros and cons of being a “tough” leader. In short, there are positive takeaways from being a tough leader, but there are a lot of negative aspects to it. Deepak suggests you consider a different approach from tough-soft leadership. By focusing on a hierarchy of needs to be a successful leader, toughness is only one aspect of leadership. A pretty solid read, like all of Deepak’s articles.

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Matt Chang – Team Magnet Recognition

Matt Chang - Team Magnet Recognition

Matt “Chang-a-rang” Chang

If you saw this post, then the face above is no new face to you. You’re familiar with that beautiful ‘stache already. Okay, so I’m being a little misleading… Matt Chang doesn’t walk around with that glorious caterpillar on his face all year round. We’re working on that though.

You’re likely wondering why I’m putting incredible pictures of Matt Chang on the web and why I’m even writing this. Previously I mentioned that I want to start recognizing the people I work with when I feel that they’re going above and beyond. I did this with Cam Sapp not too long ago, and I plan to keep doing it for all of the great people I work with. There are a million ways to recognize someone, whether it be in team meetings, personally, or by doing what I’m doing right now. I hope he finds it at least mildly embarrassing, and I hope you get to realize just how important Matt Chang is to Team Magnet.

The Origins of The Chang

It must have been just under a year ago now when we were going out to recruit, if my calculations are correct. Based on the density of moustache growth that was on Matt Chang’s face, it must have been pretty late into M/November. We had an instantaneous bonding moment when Chang, my colleague Tayfun, and I stood at our Magnet Forensics booth and introduced ourselves–With our mighty ‘staches. It just goes to show you that we were all on the same page when we made the conscious decision to  leave our nose sweaters on when going to a public event. Needless to say, our conversations with Chang went great, and he was definitely our top candidate for the position based on everything we had heard from him.

In the early days, having Matt on board with us didn’t affect my day-to-day all that much. If there were customer questions/concerns coming in, he wouldn’t necessarily be able to answer them because he was brand new to the product. Completely expected. The only difference in my work was that now I’d periodically chat with a ‘stacheless Chang about potential bugs or customer questions. (I’ll get to the good stuff a bit later, hold your horses).

Aside from work, Matt Chang was a great addition to the Magnet culture. He’s one of our pro-star soccer players, and even the sales and marketing side of the office like him! They’re a tough crowd too, so that really means something. Whether it’s because it’s required by his job or just because he’s an awesome dude, Chang is incredibly approachable and easy to get along with. Simply put, he was a damn steal for us.

Above and Beyond

So now you know a bit about Matt Chang. Pretty sweet guy, right? No doubt. So what’s actually so good about Chang (aside from being able to grow a beauty ‘stache and being a great team player)?

Chang is our front line tech support guy. It’s probably the toughest position we have at Magnet. For anyone that knows me on a personal level, I get over the top sarcastic when I’m frustrated (actually, I’m almost always sarcastic). And sometimes I find it hard not to get frustrated when I hear things aren’t going right for the customer. Whether it’s actually a fault of our own or if the customer has misunderstood some instructions that were provided to them, it gets me pretty riled up. “We must be geniuses if we let that slip by us” and phrases like that are things I’ll mutter under my breath. It’s not positive thinking, but I’m working on it. Of course, I know just who to learn from.

Matt Chang always keeps his cool. Not only is he servicing customers all day, he has to put up with the development team’s crap. He does such an incredible job of it though, which is why I have to call him out. No matter how much effort he has to put into a customer support ticket (even if it’s a really small issue that the customer just really needs help with) he’s calm, collected, and gets them what they need. On the customer side of things, Matt Chang does an excellent job of ensuring that the customer is happy when they’re done talking with him.

That same Matt Chang is also a blessing from the developers’ perspective too. Before having Chang on board, and even in his early days when he was getting on board and learning our products, there would be a lot of back-and-forth with customers. If a support ticket came in, we’d have a lot to figure out. What was the customer seeing? Did they have debug logging on by chance or was there a crash log? Was it reproducible? Did they actually put their license for the product in the right spot? The questions would go on, but of course, Chang would take care of the customer in the end. At this point, Chang is an absolute super star. When he comes up to me to ask about a support issue, he’s already collected the information he needs. Sometimes, he’ll give me a heads up and tell me that he’s already getting the information I’d require, and he’d offer up what he thinks is happening. Hell, at this point in time, Matt Chang will go directly to the person who worked on the feature or previous bug fix to get even more information. He’s quick to get developers the information they need to debug a problem, and that’s absolutely awesome for us.

Tech support used to be invasive for the developers, but it was always handled reasonably well for the customers. Chang has taken it up a notch on both ends and made it relatively pain free for developers to help or look into issues while customers are kept quite pleased with the responses.

Wrappin’ It Up

We’ve received praise from our customers for a long time now that our product, Internet Evidence Finder, makes a big difference in investigations. It’s always amazing to hear that we’re having a positive impact. A more recent trend is that people are raving about our tech support, and there’s no doubt in my mind it’s because Matt Chang delivers the experience they want. Plenty of companies have cool software or software that has a positive impact, but few have superstar customer support to back them.

We knew Chang was going to be awesome from the day we met him, and he hasn’t let us down once. Thanks for being an awesome addition to Team Magnet, Matt. You hold the bar high, always deliver, and do a kick-ass job around the clock. Our hats are off to you.


  • Nick Cosentino

    Nick Cosentino

    I work as a team lead of software engineering at Magnet Forensics (http://www.magnetforensics.com). I'm into powerlifting, bodybuilding, and blogging about leadership/development topics over at http://www.devleader.ca.

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