We are proud of our Managed WordPress Hosting, especially our features. The Dashboard from Raidboxes takes a lot of work off your shoulders. Maik supports our product development and our 3rd level support to keep it that way. Learn more about his work at Raidboxes in our interview.
Tasks in 3rd Level Support
Maik, what are your responsibilities at Raidboxes?
I will help to further develop the current product features and implement new extensions. I am also employed as a 3rd level supporter. I will be available to our customer support (1st & 2nd level) at site. For questions and problems that are technical and server-related.
How and where have you worked with WordPress so far? What other technical experience do you have?
I only have private experience with WordPress itself. I have been working with Zend Framework, Symfony and other PHP frameworks for 10 years. I have also provided Shopware support for about 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-standardised programming language from Google.
The familiarisation with Raidboxes
Product development is a complex task. How did you familiarise yourself with the product? And what features are you already working on?
Actually, I am still in the process of learning the ropes. However, I have been given a lot of freedom so that I can familiarise myself. The entire team is available to answer any questions I may have site.
Currently, I am mainly working on restructuring and standardising processes so that they run even more smoothly in the future. This concerns the revision of features such as creating/cloning Boxes, restoring/cloning backups and creating templates.
Easy 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 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 revolve around why a BOX is no longer accessible. And what external or internal errors have led to this. We investigate the problems that cause Boxesto be inaccessible or not to start, for example. We also carry out malware checks and check the correctness of the allegedly infected files before forwarding the results to our customers.
How do you manage to explain technical contexts in a simple way in support?
At 3rd level, I have little direct customer contact. Mostly it's 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 it 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 informed myself about Raidboxes and was immediately hooked.
At the job interview I was then presented with the model of the holacracy and the philosophy of the company, which only made me more excited. Through social channels, the team also looked like a fun bunch.
Raidboxes continues to grow - be part of it
What is your first impression of the team?
I am just thrilled and impressed. I have been super welcomed by the team and feel like I have been working here for years. I am also surprised that the holacracy model with its different roles works so well.
Remote or rather Office?
Will you work entirely 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 the home office for me is the almost non-existent human exchange with colleagues. At home, I miss the nice conversations while getting coffee and the common breaks, even if there are good means for this, such as the common "online lunch break".
The disadvantage of the office is, of course, the cosiness of one's own four walls ;D And the question "What should I wear today?" is something I have to ask myself much less in the home office.
What do you look forward to most in your work?
There are so many topics here that interest me. The active involvement of me in product development. The general cooperation 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 programme on private projects (games, websites or software). I also like to go hiking and play pen & paper with friends.