Agenda

Game development teams face tight deadlines that are stymied by production bottlenecks, communication hurdles, and dynamic workflows breaking. Respawn's Apex Legends team adopted a dedicated developer support team model that allows it to overcome these hurdles by reducing the time to resolution of problems and having experts on troubleshooting its systems. Today, the Developer Support team handles upwards of 4000 issues per year with an average response time of less than 2 minutes and an average resolution time of less than 1 hour, ensuring that the Apex Legends development team can get back on track quickly. What's more, we have an escalation rate of less than 10% meaning that 90% of those issues do not require an engineering resource to resolve it, giving valuable focused production time back to the engineering team. With compelling anecdotes and hard data, this talk will focus on the team's formation, use, and impact.

Takeaway

Attendees will walk away with an understanding of how to start and grow a Developer Support team in their own studios.

Intended Audience

This talk is targeted at studio leadership--especially in design, art, engineering, and production--or those interested in content creation velocity and reducing randomization of key resources for troubleshooting. There are no prerequisites.