GoDaddy Team Innerview: Technical Services

When an difficulty falls outdoors the scope of the mobile phone or chat aid provided by GoDaddy Guides, the interaction gets escalated to Technological products and services. It may well be a internet site migration that wants to get carried out or a new server that requirements configuration — hard things that goes over and above common assistance.

Associates of Technical Companies are arranged into numerous specialty groups and lean on deep personal and shared awareness to enable GoDaddy prospects. Most of these individuals are veterans of the corporation and incredibly professional with GoDaddy’s items and mission.

Hear it from GoDaddy Specialized Providers

We caught up with Technical Solutions Staff associates Scott Robinson and Eleanor Lemish to see what it is like navigating their frequently-advanced roles.

What are your working day-to-working day duties?

I am dependable for answering superior server calls, having chats, and tackling help ticket requests. For several years now, I’ve offered state-of-the-art aid for each Linux and Windows totally managed servers. I deal with almost everything from email challenges, to downed web-sites, to compromises, and almost everything in among.

—Scott Robinson, Technological Account Supervisor

My day to day incorporates answering calls for assistance on totally managed, managed, and self-managed servers. I also cope with help tickets and chat requests that come to our group from GoDaddy and, from time to time, Media Temple. At times there are new problems that influence the clients on the focused and VPS servers in which I are likely to choose the time, examine, and test to develop clean remedies operating with the method administrative team. This can include things like creating new scripts in bash to automate jobs.

—Eleanor Lemish, Technological Account Supervisor

Could you describe your working experience up to this point?

I have had a huge wide range of activities with a full gambit of customers from all in excess of the globe for the last eight years. I started at GoDaddy in the hosting office, fielding calls relating to our shared web hosting designs. Immediately after 11 months, I was promoted to absolutely managed servers. It has been a lengthy highway, but an pleasurable and instructional just one at that. I have figured out safety measures, optimization ways, and email troubleshooting, to identify just a couple matters. I went from not figuring out a ton about servers to producing nearly 80 article content on how to server effectively.

—Scott Robinson, Specialized Account Manager

My knowledge with GoDaddy started out in the inbound office, and from there I was a part of hosting, the SWAT pilot, experienced web products and services, and then my present situation. I would say that my expertise collectively has been good with all departments, but the a single I am functioning for is the most enjoyable. I have figured out so considerably in this division, from security issues, concealed bash commands, and Home windows server configurations… Often my mind is as well whole!

—Eleanor Lemish, Technical Account Supervisor

What is a person of the most sophisticated challenges you’ve solved?

That is a excellent concern. I don’t have any single problem I can reveal, but the most difficult ones are Home windows-associated problems. Most of my contacts are related to the Linux ecosystem, however. Linux tends to be less difficult to operate with, for me. Mostly since about 98% of my contacts have Linux servers.

Ironically, server or web-site compromises are the most pleasant for me. I definitely dig attempting to determine out the form of compromise and get it rectified. WordPress troubles are one more preferred of mine, far too.

—Scott Robinson, Technological Account Manager

I believe in this division the most challenging challenges come from Windows servers and the Plesk handle panel. Anything like a broken bind or a consumer who has manufactured configurations outdoors of the handle panel method can be complex to take care of considering that we have much less familiarity with those units. With Home windows precisely, there is absolutely nothing far more we really offer outside the house of the Plesk command panel, so that can sometimes turn out to be an challenge.

—Eleanor Lemish, Technical Account Supervisor

What are some of the abilities vital for a person in your purpose?

The main talent desired for this position is a calm demeanor. A cool, degree-headed approach to problem resolving is paramount. Next, it is critical to have an understanding of persons. When a human being symptoms up for a entirely managed server, they are investing a lot of money and depend on our skilled assistance and white-glove aid. To produce anything fewer is not suitable. At last, a strong comprehending of sophisticated server difficulties is vital. Your Google Fu must be solid and your capability to troubleshoot advanced challenges wants to be on stage. But it’s a mastering video game on a everyday basis. I’m lucky to be in a posture exactly where I get to understand a little something new each individual working day and have the guidance of excellent colleagues.

—Scott Robinson, Technological Account Supervisor

Some of the techniques important for this role would certainly involve conversation techniques of all types. You need to have to be skilled at all times and make sure that you are actively listening to what the buyer is stating, mainly because they might say a single thing but imply a different. I presently work the right away change, so this is significant to me because most of my calls are from people today in distinct nations around the world. Yet another talent you ought to have is the essential information of Linux and Windows methods, these as how to glimpse at processes and simple terminal instructions.

—Eleanor Lemish, Technical Account Manager

What guidance would you give a person who wants to advance into your job?

Investigation and master all you can about servers and server-related problems. Getting a great foothold on WordPress is a good plan, too, considering the fact that so lots of prospects have WordPress web pages. Strike up LinkedIn Mastering and other resources to improved your information of the server globe. Subsequent, request a shadow. We have folks shadowing us from time to time and it seriously aids give the shadow a really feel for what it is like to get the job done in this section. Eventually, talk to a ton of queries. When I 1st moved into thoroughly managed servers, I was a dilemma-asking idiot. But which is how you study. Now, I author articles or blog posts teaching many others what I have realized.

—Scott Robinson, Technical Account Supervisor

My advice would be to develop into familiar 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 practice memorizing how to establish a LAMP stack from scratch and boot a Windows Server then location a uncomplicated web-site into it. There are also sources you can use to find out BASH, these as Codecademy (they have a free of charge application) and the Crimson Hat Linux Labs, which are not free but will aid you fully grasp Linux enough to get the certification. Separate from specialized expertise, I would say to apply de-escalation methods for the telephones.

—Eleanor Lemish, Technical Account Supervisor

Do you normally use your specialized abilities exterior work?

Sure. I have my individual server. The factors I have realized on the job enable me to control my personal server on a everyday foundation. I also control a few WordPress web sites on said server. So that helps give me insight into the myriad of difficulties that can creep up in a WordPress natural environment. Issues like connection string problems, to database glitches, to the dreaded 500 error, and so significantly much more.

—Scott Robinson, Specialized Account Manager

I do use technical techniques outside the house of function all the time. I am at present a student in a cyber security system at Northern Arizona University, so I get to use my complex skills there. I also personal a modest organization exactly where I host a few shoppers and individual sites on a GoDaddy VPS server.

—Eleanor Lemish, Complex Account Manager