GoDaddy Group Innerview: Technical Providers

The difficult stuff When a difficulty falls outdoors the scope of the cellphone or chat…

The difficult stuff

When a difficulty falls outdoors the scope of the cellphone or chat help offered by GoDaddy Guides, the interplay will get escalated to Technical companies. It may be a web site migration that should get carried out or a brand new server that wants configuration — powerful stuff that goes past odd help.

Members of Technical Providers are organized into numerous specialty groups and lean on deep particular person and shared information to assist GoDaddy clients. 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 Group 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 all the pieces from e-mail points, to downed websites, to compromises, and all the pieces in between.

—Scott Robinson, Technical Account Supervisor

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

—Eleanor Lemish, Technical Account Supervisor

Might you describe your expertise up up to now?

I’ve had all kinds of experiences with an entire gambit of shoppers 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 completely managed servers. It has been an extended highway, however an pleasurable and academic one at that. I’ve discovered safety measures, optimization ways, and e-mail troubleshooting, to call just some issues. I went from not understanding a ton about servers to writing practically 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 optimistic with all departments, however the one I’m working for is probably the most thrilling. I’ve discovered a lot on this division, from safety points, hidden bash instructions, and Home windows server configurations… Generally my mind is simply too full!

—Eleanor Lemish, Technical Account Supervisor

What’s one of the 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.

Mockingly, server or website compromises are probably the most pleasurable 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 outdoors of the management panel system could be difficult to resolve since we’ve much less familiarity with these techniques. With Home windows particularly, there may be nothing extra we actually provide outdoors of the Plesk management panel, so that may generally grow to be a difficulty.

—Eleanor Lemish, Technical Account Supervisor

What are among the expertise obligatory for somebody in your function?

The first talent wanted for this function is a peaceful demeanor. A cool, level-headed method to downside fixing is paramount. Subsequent, it’s vital to have an understanding of individuals. When an individual indicators up for a totally managed server, they’re spending some huge cash and depend on our knowledgeable recommendation and white-glove help. To ship something much less is just not acceptable. Lastly, a strong understanding of superior server points is vital. Your Google Fu should be sturdy and your potential to troubleshoot complicated points must be on level. Nevertheless it’s a studying recreation each day. I’m lucky to be able the place I get to study one thing new day-after-day and have the help of nice colleagues.

—Scott Robinson, Technical Account Supervisor

Among the expertise obligatory for this function would definitely embrace communication expertise of all types. You could be skilled always and guarantee that you’re actively listening to what the shopper is saying, as a result of they may say one factor however imply one other. I at the moment work the in a single day shift, so that is vital to me as a result of most of my calls are from folks in several international locations. One other talent it is best to have is the fundamental information of Linux and Home windows techniques, akin to how to take a look at processes and primary terminal instructions.

—Eleanor Lemish, Technical Account Supervisor

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

Analysis and study 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 purchasers have WordPress websites. Hit up LinkedIn Studying and different sources to higher your information of the server world. Subsequent, request a shadow. Now we have folks shadowing us infrequently and it actually helps give the shadow a really feel for what it’s prefer to work on this division. Lastly, ask numerous questions. After I first moved into totally managed servers, I used to be a question-asking idiot. However that’s the way you study. Now, I creator articles instructing others what I’ve discovered.

—Scott Robinson, Technical Account Supervisor

My recommendation can be to grow to be conversant in WHM/cPanel and Plesk in addition to Home windows Server and the Linux working system. After 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 study BASH, akin to Codecademy (they’ve a free program) and the Pink Hat Linux Labs, which aren’t free however will enable you to perceive Linux sufficient to get the certification. Separate from technical expertise, I might say to apply de-escalation strategies for the telephones.

—Eleanor Lemish, Technical Account Supervisor

Do you usually use your technical expertise outdoors work?

Sure. I’ve my very own server. The issues I’ve discovered on the job assist me to handle my very own server each 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 expertise outdoors of labor on a regular basis. I’m at the moment a pupil in a cyber safety program at Northern Arizona College, so I get to make use of my technical expertise there. I additionally personal a small enterprise the place I host a number of shoppers and private web sites on a GoDaddy VPS server.

—Eleanor Lemish, Technical Account Supervisor