I can’t share all of the updates I’ve sent to customers, though there are plenty of cases where I’ve worked with customers via a public forum that I can share. Below are some of those interactions.
I currently work at Linode as a Customer Support Specialist. At Linode, Support Specialists can hold expert roles. These are somewhat like subject matter experts, trained in a way to help customers in a more specific way. One of my expert roles is being a Community Expert. It means I am expected to interact with customers and prospective customers in public forums outside of our proprietary ticketing system. The platforms that are included are our social media accounts, blog comments, Community Questions site and our IRC channel. Below are some of the posts that I’m most proud of from our Community Questions site. You can see all of my posts by viewing the user profile.
Posts that I crafted in response to repeated situations where I saw an opportunity to provide a public post customers could find for common requests through tickets:
- Linode Backup Failure: Too Many Files
- How do I upgrade my existing Ubuntu installation?
- How should I handle a Scheduled Migration for my Linode?
- I received a message that my Linode’s inbound traffic was exceeding a threshold. How do I check this traffic to locate the source?
- I got a “Spam Report Notification” – what is this and what should I do?
- My signup was flagged as “fraudulent behavior”
Below are additional posts where I’m proud of the interaction. The reason for being proud vary. It could be the research I put into it, the creative approach to finding the solution, or the tone I used in handling the situation.
- About Live migration
- Configure the LKE autoscaler using the CLI
- Follow-up August London/Frankfurt outage questions
- How do I Boot into Rescue Mode and run a malware scan on my Linode?
- Is there a detailed list of components for each Marketplace bundle?
- Invalid ELF header
- Question regarding backups and data center operation
- Unidentifiable “malware” supposedly on our linode web svr
- What’s My Linodes Carbon Footprint?
- 程序安装好后，8080端口打不开