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GoDaddy Group Innerview: Technical Providers

The tough stuff

When a problem falls outdoors the scope of the telephone or chat assist supplied by GoDaddy Guides, the interplay will get escalated to Technical providers. It is perhaps an internet site migration that should get completed or a brand new server that wants configuration — powerful stuff that goes past atypical assist.

Members of Technical Providers are organized into varied specialty groups and lean on deep particular person and shared information 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 Group members Scott Robinson and Eleanor Lemish to see what it’s like navigating their often-complex roles.

What are your day-to-day duties?

I’m accountable for answering superior server calls, taking chats, and tackling assist ticket requests. For quite a few years now, I’ve supplied superior assist for each Linux and Home windows totally managed servers. I sort out all the things from e mail points, to downed websites, to compromises, and all the things in between.

—Scott Robinson, Technical Account Supervisor

My everyday contains answering requires assist on totally managed, managed, and self-managed servers. I additionally deal with assist tickets and chat requests that come to our crew from GoDaddy and, sometimes, Media Temple. Generally 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 crew. This will embrace writing new scripts in bash to automate duties.

—Eleanor Lemish, Technical Account Supervisor

Might you describe your expertise up so far?

I’ve had all kinds of experiences with an entire gambit of consumers from everywhere in 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 a protracted street, however an pleasant and academic one at that. I’ve realized safety measures, optimization ways, and e mail troubleshooting, to call only a few issues. I went from not realizing a ton about servers to writing almost 80 articles on tips on 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 net providers, after which my present place. I’d 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… Generally my mind is just too full!

—Eleanor Lemish, Technical Account Supervisor

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

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

Satirically, server or web site compromises are probably the most pleasant for me. I actually dig attempting 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 now we have much less familiarity with these techniques. With Home windows particularly, there’s nothing extra we actually supply outdoors of the Plesk management panel, so that may typically grow to be a problem.

—Eleanor Lemish, Technical Account Supervisor

What are among 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 drawback 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 professional recommendation and white-glove assist. To ship something much less will not be 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. But it surely’s a studying sport each day. I’m lucky to be able the place I get to be taught one thing new on daily basis and have the assist of nice colleagues.

—Scott Robinson, Technical Account Supervisor

A number of the abilities mandatory for this function would definitely embrace communication abilities of all kinds. That you must be skilled always and guarantee that you’re actively listening to what the shopper is saying, as a result of they could say one factor however imply one other. I at present work the in a single day shift, so that is essential to me as a result of most of my calls are from folks in numerous international locations. One other talent you need to have is the fundamental information of Linux and Home windows techniques, reminiscent of how to have a look at processes and fundamental terminal instructions.

—Eleanor Lemish, Technical Account Supervisor

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

Analysis and be taught all you’ll be able to about servers and server-related points. Getting a very good foothold on WordPress is a good suggestion, too, since so many shoppers have WordPress websites. Hit up LinkedIn Studying and different sources to raised your information of the server world. Subsequent, request a shadow. We’ve folks shadowing us occasionally and it actually helps give the shadow a really feel for what it’s prefer to work on this division. Lastly, ask plenty of questions. After 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 writer articles educating others what I’ve realized.

—Scott Robinson, Technical Account Supervisor

My recommendation could be to grow to be accustomed to WHM/cPanel and Plesk in addition to Home windows Server and the Linux working system. After I first began, I’d apply memorizing tips on 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 assets you need to use to be taught BASH, reminiscent of Codecademy (they’ve a free program) and the Crimson Hat Linux Labs, which aren’t free however will assist you to perceive Linux sufficient to get the certification. Separate from technical abilities, I’d say to apply de-escalation strategies for the telephones.

—Eleanor Lemish, Technical Account Supervisor

Do you usually use your technical abilities outdoors work?

Sure. I’ve my very own server. The issues I’ve realized 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 surroundings. 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 outdoors of labor on a regular basis. I’m at present a pupil 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 couple of shoppers and private web sites on a GoDaddy VPS server.

—Eleanor Lemish, Technical Account Supervisor



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