I provide priority technical support and cloud architecture guidance to DigitalOcean's high spending IaaS customers, both responding to tickets and making outbound phone calls to discuss their service, solve technical issues, and provide information on how best to use our platform.
I provided support and server administration to customers of Media Temple's CloudTech premium support service. Duties included fielding phone calls and chat sessions from customers as well as performing basic server administration tasks on their VPS, including installing/updating software packages, diagnosing issues with services such as Apache and MySQL, and optimizing their VPS for performance.
I provided tier 4 technical support to customers of Media Temple's webhosting servers. This includes being able to troubleshoot and make use of Linux-based web servers, including both shared hosting platforms and VPS. I provided support via phone, chat sessions, and through support tickets.
I was also involved in incident management, facilitating communication between customer service, engineering, and our customer base regarding ongoing technical issues. This involved monitoring incoming support volume for possible issues/trends, communicating directly with engineering regarding said issues/trends, and keeping the status page up to date with any public issues