lkozloff

Joined 11 years ago

Karma
139
Submissions
25
Member since
Apr 23
[ my public key: https://keybase.io/lkozloff; my proof: https://keybase.io/lkozloff/sigs/MIWBX-mMSnIainE0Qf4xn48H5bwJRV_BwQGv2KdIXC4 ]

Technical Program Manager at Oxide

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Recent submissions

Comment · 6 months ago
It honestly disturbs me how true so many of the predictions from the Idiocracy have been.
Comment · 8 months ago
Love this - I had a similar idea years ago, specifically for looking at long-text privacy policies and displaying the `diff`... but obviously never built it.

What you've done here is that and so much more. Congrats!

Comment · 8 months ago
Comment · 2 years ago
I rolled this out when it was "Facebook at Work" at an education non-profit I was working at in Cambodia. It was generally successful and useful for doing the type on internal storytelling we were trying to do. Particularly because teachers and staff didn't have, need or want Slack.

It was loads better than Google+, which we had tried before.

These days I suspect things like Slack started to take over here, but for that particular time and place it was a great fit.

Comment · 3 years ago
Interesting - this was actually a feature that got me to convert. I have some slight annoyances with how it handles natural pauses as I collect my thoughts and speak, but overall it's been great.

I've had some interesting discussions and it's helped me structure some thoughts by asking questions and follow-ups, then summarizing our conversation... all while I'm on a walk.

One fun thing I did with my family was have it do an interactive adventure story starring us. We had an adventure, and then used the built in DALL-E to generate images of scenes from our adventure.

Comment · 3 years ago
I love k9s and use it for most everything... but the unintended result is that I've lost my fluency in kubectl, which is occasionally a hinderance.

But maybe that's what you want from a tool - something so good it essentially replaces the previous way you were doing something?

Comment · 3 years ago
I've found the act of prioritization to be one of the hardest practices to build. I know I should prioritize. I know it takes time to do it well... but if I spend just 10m doing this one thing I can get a nice dopamine hit for having accomplished... something.

One of the things that has helped me most recently is building out a better set of rules for my inbox that let me segment out unknown priorities from known priorities.

Previously, I'd get so many bids for time the act of even enumerating the tasks TO prioritize was too much and I'd end up in a push-workflow, rather than pulling tasks by their appropriate priority.

So, hopefully this is some encouragement for you to think about what's urgent/important in your inbox, what's unknown and needs triage, and what can be scheduled for later.

Comment · 4 years ago
So happy to have this small mystery solved. I lived in SE Asia for years where we avoided the local tap water, including for ice at home.

My kids and I observed these ice spikes every morning when I took out the trays to for iced coffees, and I always wondered why I'd never seen them anywhere else in the world.

It's almost a nice retroactive confirmation that the water delivery service we relied on was selling distilled water as advertised!

Comment · 4 years ago
Hi @atonse - I'm a Senior Manager at GitLab Support. I appreciate you taking the time to put together your feedback. I'm happy to discuss the particularities of your support experience if you send me an email at lkozloff[at]gitlab.com

There's a couple of general points though that I'd love to comment on.

> Why can't I just SSO using my GitLab credentials into Zendesk?

I'd love to have this as well - it makes complete sense (especially for our SaaS customers - it wouldn't help as much for self-managed). In order to get it implemented we need GitLab.com to become a SAML or JSON Web Token source. We have an open feature request for that here: https://gitlab.com/gitlab-org/gitlab/-/issues/238419

Even with that implemented we'd still have some challenges identifying who should be getting support without occasionally asking for proof of a support contract. As you said, you're part of multiple GitLab groups. It's well possible that some of those are on our Free tier and others on Paid tiers. In some contexts you'd be eligible for Support, and in others you might not be.

Usually this speed bump only hits the first time you contact support. Once you've opened a ticket we'll have you linked up correctly.

Recently I've been working on improving contact management and making sure customers are aware of what they can do to make their first support ticket the best experience it can be. You can track that effort in https://gitlab.com/groups/gitlab-com/support/-/epics/156

> Why use terms like "Support Entitlement" – just say, which org/group are you with?

We have to consider both our self-managed customers and SaaS customers with our language. For GitLab.com customers naming a path completely works (and is one of the ways you can prove your entitlement: https://about.gitlab.com/support/managing-support-contacts.h...). For Self-managed we have to map account names exactly and need a bit more as some organizations have visibility of tickets between users, in which there may be sensitive data.

I think you're right that it could sound more human. I've opened up https://gitlab.com/gitlab-com/support/support-team-meta/-/is... to discuss improvements.

If you have any thoughts, feel free to participate!

Comment · 6 years ago
Support Manager for GitLab here.

I appreciate this feedback, and you're right. We don't want folks to get themselves in a position where they lose access.

Our current language when you enable MFA is here: https://gitlab.com/gitlab-org/gitlab/-/blob/adc7dbeb387adc69...

> Should you ever lose your phone or access to your one time password secret, each of these recovery codes can be used one time each to regain access to your account. Please save them in a safe place, or you will lose access to your account.

We're directly emailing our most at risk users and are still processing resets in the mean time. Additionally, many users will see a CTA banner reminding them to regenerate their recovery codes if they haven't recently.

If there's anything else we can do - I'm happy to hear it! I've had to rely on recovery services in the past because of pure bad luck and a move to a new country, so we didn't take this decision lightly.

Comment · 6 years ago
Comment · 6 years ago
Support Manager (and person who wrote that line) - it's certainly not meant to be dismissive or tongue in cheek. If you've got some suggested wording to help take away that feeling, I'm happy to submit (or merge) and MR to the blog post to make it feel less that way.

We actually do want (and care) about your feedback and wanted to provide a clear way to give that. In the past we've gotten support requests, tweets, comments on GitLab issues and a myriad of other creative ways of voicing thoughts, opinions and ideas.

My hope was to streamline feedback into a single place that GitLab support and our community teams are actively monitoring. There's been some helpful discussion there (and here) already.

Comment · 6 years ago
I don't think you're wrong here. Remote itself does unlock advantages that aren't accessible to colocated companies (e.g. hiring anywhere), but one of the primary things that remote-practices unlock are surrounding communication.

Organizations approaching remote have a helpful speedbump that encourages them to take an intentional look at the way they disseminate information. Being fully remote is an accountability structure that helps ensure that everyone is following those practices.

There's nothing that would prevent a well-run colocated company from capturing those particular advantages, but such a company would probably slowly drift remote as companies like Buffer (and GitLab!) have as they grow and look for new talent.

Comment · 7 years ago

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