Resolution Path – Master Troubleshooting

Every day, we see evidence of the simple fact that things break or go wrong, from the broken-down car on the side of the road to the actions we take on our mobile phones when a website is no longer working for us. And because our lives are more and more reliant on technology, understanding how to question, react to, and resolve technical issues is one of the highest-paid skill sets in the technology industry – we call it SRE.

So, how do we fix things? I’ve asked, tell me what you would do if you turned ON a light switch and no light turned ON as an interview question for years. The first answer is always to flip the switch a couple of times – and why not, our first response to many digital issues – have you restarted it? But what’s next? The breaker? The bulb? Checking whether your power has been turned OFF? This seems like a lot of options, all good options, all requiring time, and all of which may...