By Flávio Creasso, Lead Technical Artist at Kokku
Part of our connection with the movies we watch comes from a sense of empathy or identification with one of the characters in the story. Some people love the heroes, others are drawn to the villains, but one type of character that really catches my attention (and should catch yours if you work in the industry) is the troubleshooter, whom I’ll simply call the “fixer” in this text.
The ability to solve problems is a skill that rarely escapes job descriptions related to technology – especially in gaming, where a new issue arises every 15 minutes. However, beyond practical examples we might assess in an interview, it’s difficult to define exactly what we mean when we require someone to be a good troubleshooter. This increasingly gives value to the skill – if you have such people on your team, I’m almost certain you understand their worth – but it also gives these characters a mystical, almost supernatural aura.
Risking becoming the “Masked Magician” of problem-solvers by revealing our tricks, I somewhat disagree with the notion that problem-solving is something inherently natural to a person. Like any skill, problem-solving has a pipeline and a method, which have even been depicted in various movies you’ve probably seen.
Unless we are talking about a poorly written script where everything is resolved by some Deus Ex Machina, our fixer goes through several stages when analyzing a problem before finally applying a strategy and solution. There are also classifications that help us understand each person’s role during a “case,” allowing us to better organize ideas and information.
The Agreement
The first interaction with a problem rarely occurs directly with the person experiencing it. Typically, the request that fixers receive to get involved and solve something comes from a higher-up, whom we’ll call the Contractor.
This individual usually has only superficial information about the problem affecting a team member or a specific aspect of a project or company. A practical example would be a CEO dealing with an underperforming department for which they only have metrics, a project manager receiving a red flag notification from an artist due to delays, or – as seen in Pulp Fiction – the case of Marcellus Wallace receiving a desperate call from his hitman Jules about an accident involving a headless body in a car.
Marcellus calls The Wolf, informing him of the issue. A crucial point here is that at this stage, the information available is merely superficial, something that can be compiled into a list of those involved, the available time frame, and a clear description of the problem. We must understand that the contractor lacks the details necessary for a genuine solution. Therefore, in addition to the basics, it is also essential to establish an agreement on the extent of involvement, the expected solution and outcome.
The Diagnosis
The second interaction—after setting expectations and defining the parameters—is with the Client, the person actually experiencing the problem and aware of the difficulties it presents. This interaction—usually an interview—is where we should dedicate the most time and attention because these individuals are our greatest allies in identifying the problem’s root cause.
For example, in Wolfs, George Clooney’s character sits down with his client to gather the maximum amount of information possible, verifying details received in the prior stage and eliminating all assumptions. This step is also used to obtain additional information, as sometimes an overlooked detail can derail the entire plan if not appropriately considered.
Additionally, the surrounding environment and available resources must be accounted for. A tool or solution used in a previous situation – such as the luggage support Clooney’s character utilized – might be accessible again. However, if the client is not in a hotel setting, a different approach would be required. Thus, not all problems should be treated with the same “silver bullet” solution. Instead, adapt your expertise to each new challenge and wisely leverage available resources, engine, platform, audience, scope…
Planning and Communication
Once all relevant information has been gathered, it’s time to plan the solution and communicate it effectively. Even if you are executing the implementation yourself, clearly describing your approach allows for valuable feedback and helps align expectations with both the Client and Contractor.
Communication at this stage also entails giving precise instructions to any team that may assist in implementing the solution. Stay vigilant, ensuring everyone is working toward the same goal in sync and understanding how each task contributes to the overall success.
This principle is particularly evident in heist films like Ocean’s Twelve, where plans are communicated to each team member and assigned according to their strengths—emphasizing the necessity of knowing available resources and understanding their role in the larger scheme. We can do this also easily using JIRA! Giving meaningful and objective task descriptions and references.
This kind of strategic thinking is deeply rooted in how our leadership operates every day at Kokku. If you’re looking for a partner who brings efficiency, empathy, and adaptability to the table, just like the fixers from the big screen, we might be exactly who you’re looking for.
