I've really enjoyed this In the Trenches series so far, as I've felt like I've met new people and I've definitely learned some new things. No matter how long you've been in open source, with all the disparate perspectives open source feeds, it's hard to open your mind without having it changed by someone else. If it seems that I think I've got it all figured out, I don't. Not even remotely. The longer I'm in open source, the less I think I know definitively. I just pretend sometimes. :-)
I was therefore really glad to get this submission from Matt Heitzenroder of SugarCRM. He works in Support for SugarCRM, and it sounds like his role is Special Forces-like in its scope and purpose. Given how much time my own company spends on trying to ensure our support offering is perfect, I'm grateful to hear how others manage.
Matt didn't follow the outline I provided, though he does (mostly) answer the questions I had posed. I'm including his post because I think it's indicative of the passion that open source can evoke. Anyone can get excited by a particular technology, but by a licensing model? Curiouser and curiouser!
My name is Matt Heitzenroder. Most people call me "Roder." I join you from beautiful, sunny Miami, FL....For as long as I can remember, I have been sitting in front of computer. In the '80s, my mother made me do a "Science Fair" project on telecommunications. It was the first time I had ever seen a modem or a fax, and I was hooked. When the movie "Hackers" was released, I was just a rebellious teenager that wanted to be a cool "hacker" too.
So I did research on the burgeoning Internet on the definition of a "hacker" and found something called Linux.… Read more