Today I am speaking with Mickey Negus, the Senior Engineering Manager at Edge & Node who oversees Engineering Operations and Customer Success. This is Mickey's second appearance on the GRTiQ Podcast, having first joined us in November 2023 (Ep. 143) where she shared her journey into web3 and initial work at Edge & Node.
After joining Edge & Node in 2022, Mickey has focused on revolutionizing how decentralized protocols provide technical support – transforming what was once a seven-day response window into a remarkably efficient three-minute median response time. Her approach goes beyond traditional support models, employing highly-skilled technical experts in frontline roles and coordinating support efforts across multiple organizations, time zones, and communication channels to meet the unique needs of a decentralized network.
During our conversation, Mickey shares insights about The Graph's successful transition to Sunrise (moving all traffic from hosted services to the decentralized network), explains the critical differences between web2 and web3 support paradigms, and outlines her three-pillar support playbook for decentralized protocols. She also discusses how they've implemented AI tools for sentiment analysis, documentation improvement, and streamlining support operations across hundreds of concurrent conversations.
Show Notes and Transcripts
The GRTiQ Podcast takes listeners inside web3 and The Graph (GRT) by interviewing members of the ecosystem. Please help support this project and build the community by subscribing and leaving a review.
Twitter: GRT_iQ
www.GRTiQ.com
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