The superb Jeremey DuVall explains how we bring everyone through Support at Automattic.
For the initial three week Support rotation, we do individual trainings to help Automatticians get setup. For the Support Weeks, we don’t do individual trainings. Instead, we have an internal page that lists out all of our resources and links to various pages and training videos that we keep up to date. We encourage Support Weekers to spend the first hour or so going over these resources and pinging their buddy with any questions.
Jeremey also mentions the amazing group we have in Support Driven Slack Group, it was being a part of that group, and hearing how every employee passes through Support at Automattic, that cemented my decision to apply.