As you may have guessed SoftLayer isn't just sales team members, data center managers and development team members. There is also a pretty important group of people who hideaway in their cubicles and can be seen running around our state of the art server rooms from time to time. I am of course talking about us DC Techs; you might know us from our ticket signature "SoftLayer CSA."
I had a question brought up for the first time while on a phone call with a customer, his question was,
"What is it like to be a data center technician?"
I could only laugh just a little bit as I looked around the office and saw several of my co-workers engaging in the organized chaos we call Datacenter Operations. You see, with datacenter operations there is no "daily routine" to follow, there isn't a "what to expect" sheet posted somewhere to prepare us for the day. We have to rely on experience and each other to keep our beloved customers happy. So would you like to know my answer to this customer?
"It depends on the ticket I'm working!"
I say that because this particular customer was calling about a networking issue. In this instance I was his "network engineer", helping him resolve an issue with secondary IP addresses. As I said before, not every issue is the same from one minute to the next so it keeps us on top of our game. One second I am a networking engineer, the next a hardware technician, the next a Systems Administrator. On some occasions we DC techs can be all three at once! It's because of this fact that I enjoy coming to work each and every day. I never know what problem will arise or what I will learn in the coming hours.
I decided to write this after a very long shift, because I think a lot of our customers and people who read this blog would like to know what exactly it's like. Of course there are good days and bad days, sometimes we make mistakes or take a little longer to reply to a ticket than we should. But for the vast majority of the time, our phone calls are ending with "Thanks so much!", and our tickets are ending with "Great Job, You guys are awesome!", and our customers are going to sleep knowing their server is in good hands.
Now what question do all of us DC Techs have? That's simple:
What is it like being a SoftLayer customer?
Judging by everything I have seen recently, with our company expanding to Seattle, building new datacenters, and shattering several of our own sales records, I think we're doing a pretty good job of putting everything you want from a dedicated hosting provider at your fingertips. There is always work to be done, and I speak for everyone here in the office when I say the most important thing to a DC Tech and the company as a whole are our bosses, and we currently have around 4,500 of you around the world and growing!
I’ll see you in the tickets soon!