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Wednesday, November 30, 2022

GoDaddy Workforce Innerview: Technical Companies

The difficult 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 companies. It is perhaps an internet site migration that should get carried out or a brand new server that wants configuration — powerful stuff that goes past abnormal assist.

Members of Technical Companies are organized into varied specialty groups and lean on deep particular person and shared data 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 Companies

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

What are your day-to-day tasks?

I’m answerable 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 absolutely managed servers. I sort out the whole lot from electronic mail points, to downed websites, to compromises, and the whole lot in between.

—Scott Robinson, Technical Account Supervisor

My day after day contains answering requires assist on absolutely managed, managed, and self-managed servers. I additionally deal with assist tickets and chat requests that come to our workforce 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 inclined to take the time, examine, and attempt to produce contemporary options working with the system administrative workforce. This could embrace 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 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 totally managed servers. It has been an extended highway, however an pleasant and academic one at that. I’ve discovered safety measures, optimization ways, and electronic mail troubleshooting, to call just some issues. I went from not figuring out a ton about servers to writing almost 80 articles on the way 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’d 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 some of the sophisticated points you’ve resolved?

That’s a superb 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.

Paradoxically, server or website compromises are probably the most pleasant 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 believe on this division probably the most sophisticated 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 might be sophisticated to resolve since now we have 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 typically develop into a problem.

—Eleanor Lemish, Technical Account Supervisor

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

The first talent wanted for this function is a peaceful demeanor. A cool, level-headed strategy to downside fixing is paramount. Subsequent, it’s important 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 knowledgeable recommendation and white-glove assist. To ship something much less isn’t acceptable. Lastly, a stable understanding of superior server points is important. Your Google Fu should be robust and your capability to troubleshoot complicated points must be on level. Nevertheless it’s a studying sport each day. I’m lucky to be able the place I get to study one thing new each day and have the assist of nice colleagues.

—Scott Robinson, Technical Account Supervisor

A number of the expertise vital for this function would definitely embrace communication expertise of all kinds. It is advisable to be skilled always and guarantee that you’re actively listening to what the client is saying, as a result of they could say one factor however imply one other. I presently 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 numerous international locations. One other talent you must have is the essential data of Linux and Home windows techniques, similar to 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 study all you may about servers and server-related points. Getting a superb 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 have now folks shadowing us every now and then and it actually helps give the shadow a really feel for what it’s wish to work on this division. Lastly, ask a whole lot of questions. Once I first moved into absolutely managed servers, I used to be a question-asking idiot. However that’s the way you study. Now, I writer articles educating others what I’ve discovered.

—Scott Robinson, Technical Account Supervisor

My recommendation can be to develop into conversant in WHM/cPanel and Plesk in addition to Home windows Server and the Linux working system. Once I first began, I’d observe memorizing the way 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 should use to study BASH, similar to 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 expertise, I’d say to observe de-escalation methods 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 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 expertise outdoors of labor on a regular basis. I’m presently a scholar 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

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