It's after four in the afternoon. I need some assistance with a software installation on my work laptop, so I walk over to the support area to speak with the Director of Technical Operations. He isn’t in his office, which isn’t necessarily a surprise - he tends to be a busy guy. Hearing a group conversation behind me, I turn around to look at the team that provides technical support to our customers. Sure enough, the director, the support manager, and one of the analysts are all crowded around the analyst’s screen. He’s remotely connected to a customer’s computer, and together they are trying to figure out the best approach to resolving the reported problem. This analyst in particular should have left for the day a while ago. Based on the conversation I overhear, it doesn’t seem like he’s going anywhere anytime soon. But there is a smile on his face and a warmth to his voice that reassures the customer that everything will be alright. Sure enough, they find the solution a few minutes later, and it's just a matter of walking the customer through it.