GoDaddy Team Innerview: Technical Services

The difficult things

When an concern falls outside the house the scope of the mobile phone or chat help delivered by GoDaddy Guides, the interaction gets escalated to Complex companies. It may well be a site migration that wants to get finished or a new server that wants configuration — challenging stuff that goes further than regular guidance.

Users of Specialized Providers are organized into several specialty groups and lean on deep person and shared information to assist GoDaddy clients. Most of these people today are veterans of the enterprise and pretty expert with GoDaddy’s products and mission.

Hear it from GoDaddy Technological Products and services

We caught up with Specialized Companies Group members Scott Robinson and Eleanor Lemish to see what it’s like navigating their normally-intricate roles.

What are your working day-to-day tasks?

I am accountable for answering advanced server calls, taking chats, and tackling support ticket requests. For quite a few many years now, I’ve offered advanced help for both equally Linux and Home windows fully managed servers. I tackle anything from e-mail difficulties, to downed web pages, to compromises, and everything in among.

—Scott Robinson, Technical Account Supervisor

My working day to day incorporates answering phone calls for support on fully managed, managed, and self-managed servers. I also cope with assist tickets and chat requests that come to our staff from GoDaddy and, once in a while, Media Temple. From time to time there are new troubles that have an impact on the prospects on the focused and VPS servers in which I are likely to just take the time, examine, and try out to deliver fresh methods doing the job with the system administrative group. This can include things like creating new scripts in bash to automate tasks.

—Eleanor Lemish, Complex Account Manager

Could you describe your practical experience up to this issue?

I have experienced a large wide range of ordeals with a complete gambit of consumers from all in excess of the globe for the last 8 many years. I started off at GoDaddy in the web hosting office, fielding phone calls relating to our shared web hosting options. Immediately after 11 months, I was promoted to fully managed servers. It has been a extensive street, but an pleasing and academic 1 at that. I have learned security measures, optimization techniques, and e-mail troubleshooting, to title just a number of issues. I went from not understanding a ton about servers to writing almost 80 content articles on how to server successfully.

—Scott Robinson, Complex Account Supervisor

My encounter with GoDaddy started in the inbound office, and from there I was a portion of web hosting, the SWAT pilot, experienced internet providers, and then my present-day placement. I would say that my expertise collectively has been positive with all departments, but the one particular I am working for is the most enjoyable. I have acquired so considerably in this office, from protection challenges, hidden bash instructions, and Windows server configurations… Often my mind is also full!

—Eleanor Lemish, Technical Account Manager

What’s a single of the most intricate concerns you’ve solved?

That’s a very good dilemma. I don’t have any solitary problem I can reveal, but the most hard ones are Windows-similar challenges. Most of my contacts are linked to the Linux natural environment, though. Linux tends to be easier to function with, for me. Predominantly mainly because about 98% of my contacts have Linux servers.

Ironically, server or web page compromises are the most fulfilling for me. I truly dig attempting to determine out the form of compromise and get it rectified. WordPress concerns are one more beloved of mine, as well.

—Scott Robinson, Technical Account Manager

I believe in this section the most challenging problems come from Home windows servers and the Plesk management panel. One thing like a broken bind or a buyer who has made configurations exterior of the manage panel technique can be intricate to resolve due to the fact we have less familiarity with those devices. With Windows specially, there is very little additional we definitely provide outside the house of the Plesk control panel, so that can in some cases come to be an issue.

—Eleanor Lemish, Technical Account Manager

What are some of the competencies essential for a person in your function?

The main ability desired for this part is a serene demeanor. A awesome, amount-headed strategy to challenge fixing is paramount. Up coming, it is essential to have an comprehension of people. When a human being signs up for a fully managed server, they are spending a lot of cash and rely on our specialist guidance and white-glove guidance. To produce everything less is not acceptable. Eventually, a solid knowledge of innovative server problems is crucial. Your Google Fu must be solid and your capability to troubleshoot sophisticated challenges desires to be on point. But it is a studying activity on a everyday basis. I’m fortunate to be in a posture in which I get to understand a little something new each and every day and have the support of great colleagues.

—Scott Robinson, Complex Account Manager

Some of the skills important for this function would undoubtedly involve conversation competencies of all types. You require to be specialist at all occasions and ensure that you are actively listening to what the buyer is indicating, for the reason that they may well say one particular point but indicate another. I now operate the right away change, so this is significant to me due to the fact most of my phone calls are from men and women in unique nations around the world. A further talent you should really have is the essential awareness of Linux and Home windows techniques, these types of as how to glance at processes and basic terminal commands.

—Eleanor Lemish, Complex Account Manager

What information would you give somebody who needs to advance into your role?

Analysis and find out all you can about servers and server-associated concerns. Finding a very good foothold on WordPress is a very good idea, too, given that so quite a few customers have WordPress sites. Strike up LinkedIn Discovering and other resources to improved your expertise of the server globe. Up coming, request a shadow. We have folks shadowing us from time to time and it actually assists give the shadow a experience for what it’s like to perform in this division. Lastly, inquire a great deal of issues. When I first moved into thoroughly managed servers, I was a concern-asking idiot. But which is how you study. Now, I creator articles training some others what I’ve realized.

—Scott Robinson, Technological Account Manager

My information would be to grow to be familiar with WHM/cPanel and Plesk as perfectly as Windows Server and the Linux functioning method. When I to start with started out, I would observe memorizing how to construct a LAMP stack from scratch and boot a Home windows Server then place a uncomplicated web page into it. There are also means you can use to learn BASH, this kind of as Codecademy (they have a free of charge application) and the Red Hat Linux Labs, which are not totally free but will aid you comprehend Linux plenty of to get the certification. Individual from specialized expertise, I would say to practice de-escalation methods for the telephones.

—Eleanor Lemish, Technological Account Supervisor

Do you generally use your specialized expertise exterior do the job?

Certainly. I have my possess server. The points I have uncovered on the occupation assistance me to deal with my personal server on a daily foundation. I also handle 3 WordPress web pages on reported server. So that assists give me insight into the myriad of troubles that can creep up in a WordPress ecosystem. Things like connection string difficulties, to databases faults, to the dreaded 500 error, and so considerably much more.

—Scott Robinson, Technical Account Manager

I do use technical competencies outdoors of get the job done all the time. I am now a scholar in a cyber protection application at Northern Arizona University, so I get to use my technical techniques there. I also possess a modest business enterprise wherever I host a handful of consumers and personal internet websites on a GoDaddy VPS server.

—Eleanor Lemish, Complex Account Supervisor

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