Follow one of our Linux Systems Administrators, David Corn, and his team through a day and see Fanatical Support in action.
May 12, 2010 6:00 AM
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Linux Administrator David Corn works in Rackspace’s Managed Hosting support organization helping Rackspace customers with any and all questions they may have about their online environment and configuration. Recently, he allowed cameras to follow him at work in order to witness Rackspace Fanatical Support® in action.
The video shows David and his support team mates taking customer phone calls and troubleshooting any issues, including a DDOS attack on a Rackspace customer that day. To learn more about what it’s like to be a support Racker, we caught up with David to ask some questions:
What are your favorite problems to troubleshoot for customers?
I enjoy compromised servers and security related issues the most.
What is the best part of being in Rackspace support?
Getting to help people every day! There are always new issues to fix and there is never any repetitiveness.
Outside of the office, where is the weirdest place you have ever taken a support call?
Since Rackspace is staffed 24/7 with support folks, I have only had to take one call out of the office while working here-a three minute conversation at the store.
What is the biggest value Rackspace support provides a customer?
Experience and Dedication. We have the best of the best on staff and will do everything possible to deliver for a customer.
What aspect of a hosting environment do you think is most challenging?
Security, as the requirements needed change daily. It is a large undertaking to keep on top of these changes in order to help prevent server compromises. Techs work hand in hand with customers to accomplish this.
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