A Battle Worthy of the Coliseum: SoftLayer Technical SupportPosted by David Ellis in Customer Service, SoftLayer
SoftLayer Technical Support technicians train continuously for the challenges that are inherent in supporting the vast array of products that SoftLayer offers. Besides training individually in their time away from the NOC, technicians are always talking about issues they have seen, and the resolutions they implemented.
Knowledge gained by one tech in tackling and conquering a specific issue is shared with all for the betterment of the team. Like a gladiator in the bowels of the Roman Coliseum of old preparing for his fight, the SoftLayer Support technician must be ready to do battle. Disciplined cross-training is the order of the day; mental and physical preparation is key. A technician must enter the halls of a SoftLayer datacenter ready to conquer whatever comes through the gates! It is truly a battle worthy of the Coliseum.
You might ask how a day in the SoftLayer NOC resolving technical issues compares to a battle fought in the Roman Coliseum. Well, if you measure a “battle” by the excitement and tension in the air … the blood, the sweat, and yes, at times, the tears, the pain of defeat, and the celebration of victory, then SoftLayer Technical Support technicians are definitely involved in a true battle worthy of the Roman Coliseum on a daily basis.
Picture, if you will, a well-trained, focused individual walking into the Dallas Infomart with his security badge in hand. He is not there to pass the time or participate in some mind-numbing repetitive task. He is there to do battle with a beast named Technology. With a strategic plan in mind, he enters the elevator preparing himself mentally for what surely awaits upon entering his cubicle. As he opens the door to the NOC, he is greeted by his fellow “warriors”. Some are weary from battle, yet have a sense of satisfaction about them as a Roman Soldier of old looking across the battlefield at his conquered foe.
The stories of a multitude of battles won, and maybe even a few lost, are recounted. The technical warrior packs some sustenance from the chow line (the loaded NOC break room refrigerator), and settles into his chariot he likes to call a cubicle, pulling out his weapons, a keyboard and mouse, and bringing up the battlefield onscreen. He begins with the speed of a cheetah typing more and more furiously as each ticket darts to and fro trying to elude him. The warrior is undaunted. He will not be defeated today. Yes, he may need to look to his comrades in arms for assistance in flanking the enemy, but in the end, as a team of highly trained warriors, they will prevail.
This day will not be without its casualties, but the warrior must always repeat to himself, “I will not let our customer’s down. The enemy (technical issues) will not prevail…not on my watch.”
As did the citizens of Rome, I take great pride in our warriors and the superior way in which they continue to win battles for the glory of our customers. The inspiration for this writing came from a recent victory in which a warrior named Stefanus (Steve) stood in victory after wrestling with a beast of an issue, which he finally destroyed while the customer rejoiced and his wealth increased. All the warriors: Krishenus, Jamesus, and Samuel gathered around Stefanus to congratulate him on his victory. Of course, they all knew that the ultimate victory was enjoyed by the SoftLayer customer.