Technical Support Primer

Editor's note: From time-to-time, we publish blogs on topics related to analog design, though perhaps not perfectly matched. This is one of those blogs. The problems described are not exactly related to analog design, but the overall problem -olving method or sequence of events is valid and therefore useful.

An embedded systems developer starts a project with a blank computer screen and emerges from the office a week later with a product that's perfectly functional and ready for prototyping. The developer's code compiles without even a warning, and the schematics produce not a single design rule violation.

Then the embedded developer wakes from a blissful dream, goes to the office, and faces reality. The IDE stubbornly repeats the same cryptic compiler errors, no matter what code changes the developer makes. The developer's board designs, already long overdue, still have a discouraging work-in-progress look, with disconnected power nets and routing that would confuse Rube Goldberg.

The axiom “nobody knows everything” has never been truer than it is in embedded systems development. Developers scramble to gain expertise with a collection of new-to-them ICs and conflicting use cases as product deadlines whiz by and marketing-driven feature-creep piles on more and more features to a project's already ambitious specifications.

Fortunately, help is on the way. IC vendors — in particular, microcontroller (MCU) vendors — provide a wealth of online self-help resources geared toward embedded developers. Additionally, these vendors staff teams of capable engineers that can answer your questions and help you overcome the challenges you face during the system design process. You just have to know where to look for help and how to ask for help effectively.

The first step is admitting you have a problem
The most frustrating part of problem solving can be developing an understanding of what you do not know. One of the most useful skills an engineer can acquire is to develop an intuition for where the root cause of a problem might be located.

Even if the developer doesn't know the solution, he or she must be able to draw a box around the problem to some extent. Simply saying it doesn't work and throwing up one's hands will only lead to more stress. We all benefit from the fact that we operate in a deterministic world. The problem being observed is caused by one or more factors in the system being developed. Take a deep breath, procrastinate on the Internet for a bit, and then dig into the solution.

Self-help resources
In addition to the requisite product datasheets, IC vendors provide resources such as user forums, knowledge bases, application notes, and reference designs. They create these resources out of a primal survival instinct. Every customer who finds an answer autonomously is a customer for whom staffed engineers will not have to expend any energy and time helping directly. This frees up company resources to generate more self-help resources, and it enables staff engineers to make progress on all their other responsibilities, such as validating new designs and generating collateral for soon-to-be released products.

Developers might be surprised at the breadth and depth of the resources available to them, as well as the frequency with which their exact issue has been explored. The accuracy of these resources is no accident. Most of these articles and documents get written after a developer like you contacts technical support.

Engineers on staff monitor incoming questions and convert helpful answers to documents and knowledge base articles, so that the next developer facing the same issue will have easy access to that information. This positive feedback loop ensures a constantly improving and refining digital curation of answers just waiting to save the day.

Harness the power of the hive mind
Most vendors maintain user forums for their customers. The best forums in the semiconductor industry provide product insights that rival or outmatch the company's internally generated resources.

Engineers are problem solvers and tinkerers by nature, and this nature is never more evident than when they're given the chance to communicate with one another en masse . Vendor-internal engineers also tend to moderate forums themselves, and they will step in with helpful posts when possible.

Visiting a user forum can be as humbling as it is encouraging. There are so many brilliant people working in the semiconductor industry. In many cases, you might find the answer to your question after a quick search of the forum. Otherwise, you should consider posting your question to these amorphous blobs of technical know-how.

A vibrant user forum's collective level of technical expertise asymptotically approaches infinity. That said, be prepared to field a few off-the-wall questions in response, and take it as a given that your fellow forum visitors are all as well intentioned and thoughtful as you are. Also keep in mind that the shaping of your question is crucial to getting helpful answers.

How to ask a question
I mentioned the importance of drawing a box around a problem. Another way of describing this part of the process is to try to discern the components of your project that are relevant to the problem's cause. Look at it as a signal-to-noise ratio issue. The more information you include in the problem statement, the more you create a steadily higher noise component. This makes it harder for others to find the signal (the problem's cause).

Try starting with the complete universe of causes — the system as a whole. Write down a list, if it helps, and go through it as systematically as you can. Strike items that seem irrelevant after careful examination, but remember to strike those items in pencil. Allow yourself to change your mind. You don't know the problem's cause. Be prepared to provide more information about those components that you initially dismissed as unrelated as dialogue progresses.

Be as forthcoming with information as you can (and as any NDAs or other restrictions allow). If the problem has a substantial firmware component, consider including code snippets in your problem statement. If the problem has the look and feel of a hardware-related issue, try to include a portion of your schematic.

It helps to understand that asking a question without providing relevant information is a little like going to the doctor's office with an ailment and refusing to let the doctor to examine you. People can help only if you ask for it, and people can be substantively helpful only if you ask your question with an adequate degree of specificity and clarity.

Support staff engineers get paid to help you
Whether you submit your question to a field applications engineer, an applications engineer, or even a sales representative, understand that all these people are desperately interested in answering your question. Their primary motivation is obvious. They are engineers, just like you, so they feel a deep satisfaction in making something broken work or making something work more effectively.

The secondary motivation might be nearly as obvious: their job. Just as you are evaluated based on your project's relative success, these engineers are evaluated based on their facility at providing the help you need. Take advantage of what they have to offer.

Conversely, it helps to appreciate that, as all consuming and soul crushing as your problem might feel to you, it is most likely one of many that vendor-staffed technical support engineers are trying to answer every day. Be sure to communicate any urgency driving your question, but also understand that it might not be practical to get a response from support immediately after that question is submitted. If you haven't heard back from a vendor's support staff in a reasonable amount of time (whatever you deem that amount of time to be), feel free to ask for a status update. If the answers provided by support don't seem to address your problem, exercise a bit more patience. Take a step back from the conversation, and examine all the information that has passed between you and the support engineers.

If you suspect that the support engineer has missed a crucial bit of information you provided, reiterate it. If the support engineer has provided an answer that seems unhelpful or irrelevant, ask the engineer to elaborate. The support engineers certainly are going through the same process on their end by reviewing the history of correspondence, re-examining all the information provided in both directions, and trying to dig a level deeper to find the problem's root cause.

We're all in this together
The technical relationship between developers and vendor resources depends nearly exclusively on effective communication. Search for answers. Shape questions with clarity and purpose, and demand the attention your project deserves. When your development project is at its lowest point, remember that your problems most likely have solutions. The more adept you become at finding those solutions using the resources provided by your vendors, the more effective and efficient you'll become at delivering great designs on schedule.

3 comments on “Technical Support Primer

  1. Davidled
    July 13, 2013

    Once issue is occurred, ticket number is released. Based on issue, support engineer will be assigned. Internet web site will be one of main tools for this process. Plus, data center make sure to keep customer information from unauthorized person. I guess that a successful business for tech support will be relying on IT and support engineer.

  2. Brad_Albing
    July 15, 2013

    Parker – good stuff – this makes sense  in most engineering disciplines, not just for writing code for embedded systems (tho' I bet you knew that).

  3. eafpres
    July 16, 2013

    @Parker–you paint a pretty good picture of how things look on the vendor side for their support mechanisms.  What is interesting to me is in things like SW application support (vs. hardware) there are also a lot of forums, some sponsored by the SW vendors (like, Microsoft) and some on their own.  My experience has been that most of the good online answers come from super experts in the forum that are outside the SW vendor yet choose to participate and share their expertise.  Many of these folks have businesses invovled in consulting on the various SW tools, to developing “applications” (i.e., if you create a solution in MS Excel to do a certain work function, I'll call that an application even though it isn't the same as, say, an App for a smart phone).  They, I think, view offering good advice and expert knowledge in forums to be part of marketing.

    For me, pretty much everything I want to do in off the shelf tools (like Word, PowerPoint, Excel, etc.) has been done and written up somewhere online, and the vase majority of information I end up using is freely offered by community members who are not directly linked to the SW maker.

    Do you find this happening in HW as well, or are the communities too small to support this free 3rd party expertise from being the dominant solutoin?

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