GoDaddy Team Innerview: Technical Services

The tricky stuff

When an concern falls exterior the scope of the cellphone or chat assist furnished by GoDaddy Guides, the interaction will get escalated to Technical services. It might be a web page migration that desires to get carried out or a new server that desires configuration — tricky things that goes past normal help.

Members of Technological Providers are arranged into many specialty teams and lean on deep unique and shared understanding to assist GoDaddy shoppers. Most of these people today are veterans of the business and very knowledgeable with GoDaddy’s goods and mission.

Hear it from GoDaddy Complex Solutions

We caught up with Technical Products and services Workforce associates Scott Robinson and Eleanor Lemish to see what it’s like navigating their typically-advanced roles.

What are your day-to-day tasks?

I am accountable for answering sophisticated server phone calls, using chats, and tackling help ticket requests. For many decades now, I’ve offered advanced assistance for both of those Linux and Home windows absolutely managed servers. I deal with almost everything from electronic mail difficulties, to downed web sites, to compromises, and every little thing in amongst.

—Scott Robinson, Complex Account Supervisor

My day to working day incorporates answering calls for assistance on thoroughly managed, managed, and self-managed servers. I also cope with support tickets and chat requests that come to our workforce from GoDaddy and, sometimes, Media Temple. Occasionally there are new problems that have an impact on the customers on the devoted and VPS servers in which I have a tendency to just take the time, investigate, and try to generate refreshing solutions operating with the process administrative group. This can include things like producing new scripts in bash to automate jobs.

—Eleanor Lemish, Technological Account Supervisor

Could you describe your experience up to this position?

I have had a huge assortment of encounters with a whole gambit of prospects from all over the entire world for the past eight a long time. I started at GoDaddy in the web hosting office, fielding phone calls relating to our shared internet hosting plans. Just after 11 months, I was promoted to fully managed servers. It has been a extensive highway, but an enjoyable and instructional one particular at that. I have learned security measures, optimization techniques, and email troubleshooting, to identify just a couple matters. I went from not being aware of a ton about servers to producing practically 80 posts on how to server correctly.

—Scott Robinson, Technical Account Supervisor

My knowledge with GoDaddy started out in the inbound division, and from there I was a component of hosting, the SWAT pilot, specialist web solutions, and then my existing place. I would say that my encounter collectively has been favourable with all departments, but the a person I am functioning for is the most remarkable. I have uncovered so significantly in this office, from protection issues, hidden bash instructions, and Home windows server configurations… Occasionally my brain is far too total!

—Eleanor Lemish, Complex Account Manager

What’s 1 of the most difficult issues you have solved?

That is a excellent question. I really do not have any single issue I can expose, but the most tough ones are Windows-associated problems. Most of my contacts are relevant to the Linux environment, even though. Linux tends to be less difficult to work with, for me. Generally due to the fact about 98% of my contacts have Linux servers.

Ironically, server or web page compromises are the most enjoyable for me. I genuinely dig seeking to figure out the variety of compromise and get it rectified. WordPress concerns are a different beloved of mine, far too.

—Scott Robinson, Technological Account Supervisor

I feel in this division the most difficult troubles come from Windows servers and the Plesk handle panel. Something like a broken bind or a consumer who has made configurations exterior of the management panel method can be challenging to solve due to the fact we have significantly less familiarity with all those techniques. With Windows specially, there is nothing much more we truly supply outside the house of the Plesk handle panel, so that can occasionally grow to be an problem.

—Eleanor Lemish, Complex Account Supervisor

What are some of the expertise necessary for another person in your job?

The main skill essential for this role is a calm demeanor. A awesome, stage-headed strategy to issue fixing is paramount. Up coming, it is essential to have an understanding of men and women. When a man or woman signs up for a entirely managed server, they are expending a ton of revenue and count on our specialist assistance and white-glove help. To provide anything considerably less is not acceptable. At last, a reliable being familiar with of superior server troubles is essential. Your Google Fu should be robust and your ability to troubleshoot intricate troubles desires to be on stage. But it’s a mastering game on a day by day basis. I’m lucky to be in a position the place I get to understand one thing new every day and have the guidance of excellent colleagues.

—Scott Robinson, Technological Account Manager

Some of the competencies essential for this job would surely contain conversation skills of all types. You need to be expert at all periods and make certain that you are actively listening to what the buyer is saying, for the reason that they might say 1 issue but suggest a different. I at the moment function the overnight change, so this is significant to me simply because most of my calls are from people in different nations around the world. Another skill you need to have is the essential knowledge of Linux and Windows methods, these kinds of as how to look at processes and simple terminal instructions.

—Eleanor Lemish, Technological Account Manager

What tips would you give someone who desires to advance into your part?

Study and learn all you can about servers and server-associated troubles. Getting a very good foothold on WordPress is a fantastic notion, too, considering that so numerous clients have WordPress websites. Hit up LinkedIn Learning and other sources to superior your know-how of the server world. Next, ask for a shadow. We have people shadowing us from time to time and it actually assists give the shadow a come to feel for what it’s like to operate in this office. Ultimately, request a whole lot of questions. When I to start with moved into totally managed servers, I was a problem-inquiring fool. But that is how you find out. Now, I writer articles or blog posts training other individuals what I’ve acquired.

—Scott Robinson, Technical Account Supervisor

My suggestions would be to grow to be acquainted with WHM/cPanel and Plesk as very well as Home windows Server and the Linux working process. When I to start with commenced, I would follow memorizing how to develop a LAMP stack from scratch and boot a Windows Server then place a easy website into it. There are also resources you can use to master BASH, this kind of as Codecademy (they have a no cost method) and the Purple Hat Linux Labs, which are not absolutely free but will help you understand Linux enough to get the certification. Different from complex techniques, I would say to exercise de-escalation procedures for the telephones.

—Eleanor Lemish, Specialized Account Manager

Do you often use your technical competencies outside the house function?

Indeed. I have my own server. The items I have discovered on the task assistance me to deal with my have server on a day-to-day basis. I also control a few WordPress web-sites on claimed server. So that can help give me insight into the myriad of troubles that can creep up in a WordPress ecosystem. Issues like connection string concerns, to databases mistakes, to the dreaded 500 mistake, and so substantially more.

—Scott Robinson, Complex Account Manager

I do use complex competencies outside of operate all the time. I am presently a college student in a cyber safety system at Northern Arizona University, so I get to use my technological competencies there. I also very own a smaller organization in which I host a few shoppers and particular internet websites on a GoDaddy VPS server.

—Eleanor Lemish, Technical Account Manager

Marilynn Veness

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