GoDaddy Team Innerview: Technical Services

The difficult stuff

When an issue falls outside the scope of the phone or chat aid provided by GoDaddy Guides, the conversation gets escalated to Specialized services. It could possibly be a web-site migration that demands to get finished or a new server that desires configuration — hard things that goes outside of normal guidance.

Members of Complex Providers are structured into many specialty teams and lean on deep specific and shared understanding to help GoDaddy buyers. Most of these people are veterans of the enterprise and incredibly experienced with GoDaddy’s items and mission.

Listen to it from GoDaddy Specialized Expert services

We caught up with Technological Solutions Staff customers Scott Robinson and Eleanor Lemish to see what it is like navigating their typically-intricate roles.

What are your day-to-day responsibilities?

I am liable for answering superior server calls, taking chats, and tackling assistance ticket requests. For a lot of yrs now, I’ve offered sophisticated help for both of those Linux and Home windows completely managed servers. I deal with almost everything from electronic mail difficulties, to downed websites, to compromises, and anything in involving.

—Scott Robinson, Complex Account Supervisor

My day to working day features answering calls for guidance on thoroughly managed, managed, and self-managed servers. I also manage guidance tickets and chat requests that occur to our staff from GoDaddy and, occasionally, Media Temple. Sometimes there are new issues that impact the buyers on the committed and VPS servers in which I have a tendency to get the time, look into, and attempt to make contemporary answers performing with the method administrative staff. This can include things like producing new scripts in bash to automate responsibilities.

—Eleanor Lemish, Technical Account Manager

Could you describe your encounter up to this position?

I have had a large variety of ordeals with a total gambit of shoppers from all more than the world for the final eight several years. I commenced at GoDaddy in the web hosting section, fielding calls relating to our shared web hosting plans. After 11 months, I was promoted to entirely managed servers. It has been a lengthy road, but an satisfying and instructional one at that. I have discovered security measures, optimization strategies, and e-mail troubleshooting, to name just a couple factors. I went from not figuring out a ton about servers to creating almost 80 articles on how to server effectively.

—Scott Robinson, Technical Account Supervisor

My knowledge with GoDaddy started in the inbound division, and from there I was a portion of web hosting, the SWAT pilot, professional website products and services, and then my existing position. I would say that my working experience collectively has been constructive with all departments, but the 1 I am doing the job for is the most enjoyable. I have discovered so considerably in this division, from stability problems, hidden bash commands, and Windows server configurations… Sometimes my brain is much too full!

—Eleanor Lemish, Technological Account Supervisor

What’s one particular of the most sophisticated issues you have fixed?

That’s a excellent dilemma. I don’t have any one situation I can reveal, but the most hard kinds are Home windows-similar issues. Most of my contacts are linked to the Linux environment, however. Linux tends to be easier to function with, for me. Primarily simply because about 98% of my contacts have Linux servers.

Ironically, server or web site compromises are the most satisfying for me. I truly dig hoping to determine out the sort of compromise and get it rectified. WordPress troubles are yet another favored of mine, way too.

—Scott Robinson, Complex Account Supervisor

I feel in this division the most complicated challenges occur from Windows servers and the Plesk control panel. Some thing like a broken bind or a purchaser who has designed configurations outside the house of the command panel system can be complicated to take care of considering that we have much less familiarity with those people programs. With Windows specially, there is nothing at all far more we definitely offer outside the house of the Plesk management panel, so that can from time to time become an difficulty.

—Eleanor Lemish, Technological Account Supervisor

What are some of the skills essential for a person in your purpose?

The principal skill essential for this position is a calm demeanor. A great, level-headed tactic to trouble solving is paramount. Following, it is important to have an comprehending of men and women. When a person symptoms up for a absolutely managed server, they are spending a good deal of cash and rely on our professional guidance and white-glove assist. To produce anything at all a lot less is not appropriate. Ultimately, a solid comprehending of advanced server concerns is important. Your Google Fu should be strong and your capacity to troubleshoot sophisticated difficulties requirements to be on issue. But it is a learning video game on a day-to-day basis. I’m lucky to be in a placement where by I get to understand some thing new each and every day and have the aid of great colleagues.

—Scott Robinson, Specialized Account Supervisor

Some of the competencies vital for this position would undoubtedly involve communication competencies of all kinds. You require to be professional at all times and be certain that you are actively listening to what the shopper is saying, due to the fact they could say a single issue but indicate one more. I at this time perform the right away change, so this is vital to me mainly because most of my calls are from men and women in distinct nations around the world. A different talent you really should have is the simple knowledge of Linux and Home windows techniques, these as how to glimpse at processes and fundamental terminal commands.

—Eleanor Lemish, Complex Account Manager

What tips would you give someone who needs to progress into your purpose?

Exploration and learn all you can about servers and server-connected troubles. Getting a fantastic foothold on WordPress is a great notion, also, because so several buyers have WordPress web sites. Hit up LinkedIn Finding out and other resources to far better your awareness of the server environment. Next, ask for a shadow. We have people today shadowing us from time to time and it truly aids give the shadow a really feel for what it’s like to operate in this office. Eventually, ask a great deal of concerns. When I to start with moved into entirely managed servers, I was a problem-asking idiot. But which is how you study. Now, I creator content articles educating other people what I’ve discovered.

—Scott Robinson, Complex Account Supervisor

My guidance would be to turn into familiar with WHM/cPanel and Plesk as effectively as Windows Server and the Linux working procedure. When I first started, I would follow memorizing how to establish a LAMP stack from scratch and boot a Home windows Server then spot a straightforward internet site into it. There are also methods you can use to discover BASH, such as Codecademy (they have a absolutely free program) and the Red Hat Linux Labs, which are not absolutely free but will assistance you have an understanding of Linux enough to get the certification. Individual from technical competencies, I would say to observe de-escalation procedures for the telephones.

—Eleanor Lemish, Specialized Account Supervisor

Do you typically use your technical capabilities outside operate?

Of course. I have my very own server. The points I have realized on the work assistance me to control my personal server on a each day foundation. I also handle a few WordPress sites on said server. So that helps give me insight into the myriad of issues that can creep up in a WordPress setting. Factors like link string concerns, to database problems, to the dreaded 500 error, and so substantially more.

—Scott Robinson, Technological Account Supervisor

I do use technical techniques outside of work all the time. I am currently a college student in a cyber stability program at Northern Arizona University, so I get to use my technical skills there. I also personal a compact company wherever I host a few shoppers and personal websites on a GoDaddy VPS server.

—Eleanor Lemish, Technical Account Manager

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