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It's pretty interesting to think about how to scale rotations of All Hands Support. It's one thing when you are like 4 people, but as you build a company there are a lot of resource constraints to think about. What's the biggest company you guys have seen that still does rotations?

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Certainly a big issue is scale. For example if your company grows sufficiently large, there are people who do not know how at least one of your products works at your company.

You could fix this by partitioning who supports what, but even that won't work completely. Is your accountant going to do support for your enterprise or consumer products?

I believe Zappos makes all new employees do a one time two-week rotation on the support team, regardless of their position.

I've seen it done at on-boarding with companies like Freshbooks and Zappos, but I am not sure how often that experience is renewed. (i.e. the rotation aspect being more than one time)

Engineers at Zappos do support for just a few hours a year doing peak season after that onboarding. With a program called "Holiday Helpers" - http://blogs.zappos.com/blogs/zappos-family/2011/12/20/holid...

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