We are proud of our managed WordPress hosting, especially our features. The Raidboxes dashboard does a lot of the work for you. Maik supports our product development and 3rd level support to keep it that way. You can find out more about his work at Raidboxes in our interview.
Tasks in 3rd level support
Maik, what tasks do you take on at Raidboxes?
I will help to further develop the current product features and implement new enhancements. I am also employed as a 3rd level supporter. I will assist our customer support (1st & 2nd level). For questions as well as technical and server-side problems.
How and where have you worked with WordPress before? What other technical experience do you have?
I have only had private experience with WordPress. I have been working with Zend Framework, Symfony and other PHP frameworks for 10 years. I also provided Shopware support for around 4 to 5 years.
In my spare time, I love learning new programming languages such as C, Typescript, Python, Ruby and Go. For some time now, I have been learning Dart, an ECMA-standardized programming language from Google.
Familiarization with Raidboxes
Product development is a complex task. How did you familiarize yourself with the product? And what features are you already working on?
I'm actually still learning the ropes. But I've been given a lot of freedom so that I can familiarize myself. The whole team is on hand to answer any questions I have.
At the moment, I am mainly working on restructuring and standardizing processes so that they run even more smoothly in the future. This includes revising features such as creating/cloning BOXES, restoring/cloning backups and creating templates.
Simple WordPress management
How can you imagine working in 3rd level support? What kind of questions do you deal with there?
In 3rd level support, we mostly fix bugs in the dashboard or work closely with the backend to solve problems on the servers. Most technical cases that come directly from the customer can be solved by 2nd level support itself.
Questions that land with me are about why a BOX is no longer accessible. And which external or internal errors have led to this. We investigate the problems that cause BOXES to be inaccessible or unable to start, for example. We also carry out malware checks and check the supposedly infected files found for accuracy before forwarding the results to the customer.
How do you manage to explain technical issues simply in support?
At 3rd level, I only have little direct customer contact. It's mostly internal questions that I can answer. I have always provided support via text and/or telephone. I try to put myself in the shoes of the person asking the question in order to work out the solution. And then to communicate this step by step.
Raidboxes as an employer
Did you know us before? And why did you choose Raidboxes as your employer?
I already knew about Raidboxes through a friend who works in the same industry (WordPress hosting) and was also made aware of it by him. I then briefly read up on Raidboxes and was immediately hooked.
At the interview, I was then introduced to the holacracy model and the company's philosophy, which only made me even more excited. The team also looked like a fun bunch on social media.
Raidboxes continues to grow - be part of it
What is your first impression of the team?
I am simply thrilled and impressed. The team made me feel very welcome and I feel like I've been working here for years. I'm also surprised that the holacracy model with its different roles works so well.
Remote or rather office?
Will you be working completely in the office or partly remotely from home? Where do you see the advantages in each case?
I mainly work from the office. The biggest disadvantage of working from home for me is the lack of human interaction with my colleagues. At home, I miss the nice conversations while getting coffee and the breaks together, even if there are good tools for this, such as the joint "online lunch break".
The disadvantage of the office is of course the coziness of your own four walls ;D And of course I have to ask myself the question "What am I wearing today?" much less in my home office.
What do you look forward to most in your work?
There are so many topics here that interest me. Actively involving myself in product development. The general collaboration with the teams. And especially the team events to get to know everyone!
What do you do when you're not working for Raidboxes?
I am a gamer and programmer through and through. That means I play computer games in my spare time or I program private projects (games, websites or software). I also like to go hiking and play pen & paper with friends.
