GoDaddy Workforce Innerview: Technical Providers

When a problem falls exterior the scope of the telephone or chat help offered by GoDaddy Guides, the interplay will get escalated to Technical companies. It is likely to 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 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 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 answerable 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 deal with all the things from e mail points, to downed websites, to compromises, and all the things in between.

—Scott Robinson, Technical Account Supervisor

My daily 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, sometimes, Media Temple. Typically there are new points that have an effect on the purchasers on the devoted and VPS servers through which I are likely to take the time, examine, and attempt to produce recent options working with the system administrative group. This could 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 an entire gambit of shoppers from everywhere in the world for the final eight years. I began at GoDaddy within the internet hosting division, fielding calls regarding our shared internet hosting plans. After 11 months, I used to be promoted to totally managed servers. It has been an extended street, however an pleasant and academic one at that. I’ve discovered safety measures, optimization techniques, and e mail troubleshooting, to call just some issues. I went from not realizing a ton about servers to writing practically 80 articles on easy methods 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… Typically my mind is simply too full!

—Eleanor Lemish, Technical Account Supervisor

What’s one 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 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.

Satirically, 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 feel 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 exterior of the management panel system might be sophisticated to resolve since we now have much less familiarity with these methods. With Home windows particularly, there may be nothing extra we actually supply exterior of the Plesk management panel, so that may generally grow to be a problem.

—Eleanor Lemish, Technical Account Supervisor

What are among the abilities crucial for somebody in your function?

The first ability wanted for this function is a peaceful demeanor. A cool, level-headed method 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 help. To ship something much less will not be acceptable. Lastly, a stable understanding of superior server points is important. Your Google Fu have to be robust and your potential to troubleshoot complicated points must be on level. However it’s a studying sport each day. I’m lucky to be able the place I get to study one thing new on daily basis and have the help of nice colleagues.

—Scott Robinson, Technical Account Supervisor

A number of the abilities crucial for this function will surely embody communication abilities of all kinds. You could 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 the moment work the in a single day shift, so that is necessary to me as a result of most of my calls are from individuals in numerous international locations. One other ability it’s best to have is the fundamental data of Linux and Home windows methods, akin 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 raised your data of the server world. Subsequent, request a shadow. We now have individuals shadowing us occasionally and it actually helps give the shadow a really feel for what it’s wish 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 writer 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’d observe memorizing easy methods 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 Purple Hat Linux Labs, which aren’t free however will aid you perceive Linux sufficient to get the certification. Separate from technical abilities, I’d say to observe 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 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 abilities exterior 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 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