GoDaddy Workforce Innerview: Technical Providers

The difficult stuff

When a difficulty falls exterior the scope of the telephone or chat help supplied by GoDaddy Guides, the interplay will get escalated to Technical companies. It is perhaps an internet site migration that should get achieved or a brand new server that wants configuration — powerful stuff that goes past bizarre help.

Members of Technical Providers are organized into numerous specialty groups and lean on deep particular person and shared data to assist GoDaddy prospects. Most of those people are veterans of the corporate and really skilled with GoDaddy’s merchandise and mission.

Hear it from GoDaddy Technical Providers

We caught up with Technical Providers Workforce members Scott Robinson and Eleanor Lemish to see what it’s like navigating their often-complex roles.

What are your day-to-day obligations?

I’m liable for answering superior server calls, taking chats, and tackling help ticket requests. For quite a few years now, I’ve provided superior help for each Linux and Home windows totally managed servers. I sort out every part from electronic mail points, to downed websites, to compromises, and every part in between.

—Scott Robinson, Technical Account Supervisor

My each day contains answering requires help on totally managed, managed, and self-managed servers. I additionally deal with help tickets and chat requests that come to our staff from GoDaddy and, often, Media Temple. Typically there are new points that have an effect on the shoppers on the devoted and VPS servers through which I are likely to take the time, examine, and attempt to produce contemporary options working with the system administrative staff. This may embody writing new scripts in bash to automate duties.

—Eleanor Lemish, Technical Account Supervisor

May you describe your expertise up so far?

I’ve had all kinds of experiences with a complete gambit of consumers from all around the world for the final eight years. I began at GoDaddy within the internet hosting division, fielding calls referring to our shared internet hosting plans. After 11 months, I used to be promoted to totally managed servers. It has been an extended highway, however an satisfying and academic one at that. I’ve realized safety measures, optimization ways, and electronic mail troubleshooting, to call only a few issues. I went from not figuring out a ton about servers to writing almost 80 articles on learn how to server successfully.

—Scott Robinson, Technical Account Supervisor

My expertise with GoDaddy began within the inbound division, and from there I used to be part of internet hosting, the SWAT pilot, skilled internet companies, after which my present place. I might say that my expertise collectively has been constructive with all departments, however the one I’m working for is probably the most thrilling. I’ve realized a lot on this division, from safety points, hidden bash instructions, and Home windows server configurations… Typically my mind is simply too full!

—Eleanor Lemish, Technical Account Supervisor

What’s probably the most difficult points you’ve resolved?

That’s a great query. I don’t have any single difficulty I can reveal, however probably the most difficult ones are Home windows-related points. Most of my contacts are associated to the Linux atmosphere, although. Linux tends to be simpler to work with, for me. Primarily as a result of about 98% of my contacts have Linux servers.

Paradoxically, server or website compromises are probably the most satisfying for me. I actually dig making an attempt to determine the kind of compromise and get it rectified. WordPress points are one other favourite of mine, too.

—Scott Robinson, Technical Account Supervisor

I feel on this division probably the most difficult points come from Home windows servers and the Plesk management panel. One thing like a damaged bind or a buyer who has made configurations exterior of the management panel system might be difficult to resolve since we have now much less familiarity with these programs. With Home windows particularly, there may be nothing extra we actually provide exterior of the Plesk management panel, so that may generally change into a difficulty.

—Eleanor Lemish, Technical Account Supervisor

What are a few of the abilities mandatory for somebody in your function?

The first talent wanted for this function is a relaxed demeanor. A cool, level-headed strategy to downside fixing is paramount. Subsequent, it’s essential to have an understanding of individuals. When an individual indicators up for a completely managed server, they’re spending some huge cash and depend on our professional recommendation and white-glove help. To ship something much less isn’t acceptable. Lastly, a stable understanding of superior server points is essential. Your Google Fu should be robust and your capability to troubleshoot complicated points must be on level. However it’s a studying sport every day. I’m lucky to be able the place I get to be taught one thing new day by day and have the help of nice colleagues.

—Scott Robinson, Technical Account Supervisor

A number of the abilities mandatory for this function will surely embody communication abilities of all kinds. It’s worthwhile to be skilled always and guarantee that you’re actively listening to what the client is saying, as a result of they may say one factor however imply one other. I at present work the in a single day shift, so that is necessary to me as a result of most of my calls are from folks in numerous international locations. One other talent it is best to have is the fundamental data of Linux and Home windows programs, resembling how to have a look at processes and fundamental terminal instructions.

—Eleanor Lemish, Technical Account Supervisor

What recommendation would you give somebody who needs to advance into your function?

Analysis and be taught all you’ll be able to about servers and server-related points. Getting a great foothold on WordPress is a good suggestion, too, since so many shoppers have WordPress websites. Hit up LinkedIn Studying and different sources to higher your data of the server world. Subsequent, request a shadow. We now have folks shadowing us once in a while and it actually helps give the shadow a really feel for what it’s wish to work on this division. Lastly, ask quite a lot of questions. Once I first moved into totally managed servers, I used to be a question-asking idiot. However that’s the way you be taught. Now, I creator articles educating others what I’ve realized.

—Scott Robinson, Technical Account Supervisor

My recommendation can be to change into accustomed to WHM/cPanel and Plesk in addition to Home windows Server and the Linux working system. Once I first began, I might apply memorizing learn how to construct a LAMP stack from scratch and boot a Home windows Server then place a easy web site into it. There are additionally sources you need to use to be taught BASH, resembling Codecademy (they’ve a free program) and the Purple Hat Linux Labs, which aren’t free however will allow you to perceive Linux sufficient to get the certification. Separate from technical abilities, I might say to apply de-escalation strategies for the telephones.

—Eleanor Lemish, Technical Account Supervisor

Do you usually use your technical abilities exterior work?

Sure. I’ve my very own server. The issues I’ve realized on the job assist me to handle my very own server every day. I additionally handle three WordPress websites on mentioned server. In order that helps give me perception into the myriad of issues that may creep up in a WordPress atmosphere. Issues like connection string points, to database errors, to the dreaded 500 error, and a lot extra.

—Scott Robinson, Technical Account Supervisor

I do use technical abilities exterior of labor on a regular basis. I’m at present a scholar in a cyber safety program at Northern Arizona College, so I get to make use of my technical abilities there. I additionally personal a small enterprise the place I host a number of purchasers and private web sites on a GoDaddy VPS server.

—Eleanor Lemish, Technical Account Supervisor