This may vary from company to company. but in general, how is this done? Or, how should this be done?
This question is somewhat related to this and this. But not the same.
We have 5 dev teams and a support team (L2). L2 works on a roster, and for them, technical knowledge (related to the product) is a must. However, obtaining that knowledge has been a challenge. Since we have 5 separate dev teams (4 to 6 devs each), many changes happen frequently. Dev teams can arrange a meeting and give KTs (or, invite them to their meeting), but the problem is, the L2 team is working on a roster and can't get them together on one call. If we force them to attend the meeting regardless of their roster, it will not be fair to several members as they will have to sacrifice their off days.
So, since they don't have technical knowledge, they have to get support from the dev team even when they are off. Sometimes even in the middle of the night. Also, since this happens all the time, it becomes difficult for the dev team to achieve their goals.
We have dedicated dev members to support with L2, but that doesn't address the main issue. Although dedicated devs can provide knowledge transfer (KT) to L2 members on that day, sometimes KT between L2 can also be difficult due to the roster.
So, how can we avoid this? How can they stay up to date?
We have documentation, but it's mostly technical plans. Even if we add every little piece of information, in the long run, it may not be practical.