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Add some examples for things a SSC can do

Manuel Grabowski requested to merge mg-ssc-examples-20230123 into master

Why is this change being made?

In the past months, I've stumbled into all kinds of things as part of my SSC role. I've also learned that I'm not the only one who struggles with properly defining what the role means, and how I can be helpful. I mentioned most of these things on the Slack channel as they happened, and we've discussed some of it in the Support Stable Counterpart Office Hours. However, the most important place to put these examples is the HB, especially with links to examples – nothing helped me find my footing more than seeing what others actually do.

@gitlab-com/support/support-stable-counterparts Let me know what you think!

Some notes:

  • Rough draft. Happy to make a whole subsection with more details for each bullet point, but bias for action!
  • Pleeease add more examples if you have. This really is not meant to be the big Manu show. 😅 But for me personally seeing something tangible is super valueable as opposed to a list of theoretical things.
  • Regarding the customer outreach thing I plan to also change the corresponding process/HB page to make it official that a group should default to their SSC instead of the CMOC in non-urgent cases. I think this makes much, much more sense. Will follow up with an STM issue shortly.

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Edited by Manuel Grabowski

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