<story><title>&quot;DigitalOcean Killed Our Company&quot;</title><url>https://twitter.com/w3Nicolas/status/1134529316904153089</url></story><parent_chain><item><author>znpy</author><text>I have interviewed with DO and they tried diverting me towards a support position.&lt;p&gt;They told me that on a single day a support engineer was supposed to help&amp;#x2F;advice customers on pretty much whatever the customer was having issue with and also handle something between 80-120 tickets per day.&lt;p&gt;It&amp;#x27;s nice to see that DO is willing to help on pretty much anything they (read: their team) has knowledge about, but with 80-120 tickets per day I cannot expect to give meaningful help.&lt;p&gt;Needed EDIT: it seems to me that this comments is receiving more attention than it probably deserves, and I feel it&amp;#x27;s worth clarifying some things:&lt;p&gt;1. I decided not to move forward with the interview as I was not interested in that support position, so I have not verified that&amp;#x27;s the volume of tickets.&lt;p&gt;2. From their description of tickets, such tickets can be anything from &amp;quot;I cannot get apache2 to run&amp;quot; to &amp;quot;how can I get this linucs thing to run Outlook?&amp;quot; (&amp;#x2F;s) to &amp;quot;my whole company that runs on DO is stuck because you locked my account&amp;quot;.</text></item><item><author>thaumaturgy</author><text>Some people on HN hate Linode because of their past security screwups (which is valid), but having used both DO and Linode quite a lot, the support on Linode is way, way, way better than DO&amp;#x27;s.&lt;p&gt;DO&amp;#x27;s tier 1 support is almost useless. I set up a new account with them recently for a droplet that needed to be well separated from the rest of my infrastructure, and ran into a confusing error message that was preventing it from getting set up. I sent out a support request, and a while later, over an hour I think, I got an equally unhelpful support response back.&lt;p&gt;Things got cleared up by taking it to Twitter, where their social media support folks have got a great ground game going, but I really don&amp;#x27;t want to have to rely on Twitter support for critical stuff.&lt;p&gt;DO seems to have gone with the &amp;quot;hire cheap overseas support that almost but doesn&amp;#x27;t quite understand English&amp;quot; strategy, whereas the tier 1 guys at Linode have on occasion demonstrated more Linux systems administration expertise than I&amp;#x27;ve got.</text></item></parent_chain><comment><author>hackermailman</author><text>I once worked for eBay a long time ago, and support consisted of 4 concurrent chats, offering pre-programmed macros often pointing to terribly written documentation the person had already read and was confused about. If you took the time to actually assist somebody you were chastised in a weekly review where they went over your chat support. The person doing mine told me I had the highest satisfaction record in the entire company, and a &amp;#x27;unique gift of clear and concise conversation, like you&amp;#x27;re actually talking to them face to face&amp;#x27; then said I&amp;#x27;d be fired next week because my coworkers were knocking off hundreds of tickets a day just using automated responses, leaving their customers fuming in anger with low satisfaction ratings, as people are very aware of being fed automated responses but the goal was not real support, it was just clearing the tickets by any means possible. I decided to try half and half, so if the support question was written by somebody who obviously would not understand the documentation (grandma trying to sell a car), I would help them but just provide shit support to everybody else in the form of macros like my coworkers. Of course this was unacceptable and I got canned the next week as promised. Was an interesting experience, I can imagine DO having an insane scope to their support requests like &amp;#x27;what is postgresql&amp;#x27;.&lt;p&gt;Anyway imho you should have taken the support position and schemed your way into development internally. This was my plan at eBay before they fired me, though they shut down the branch here a few months later and moved to the Philippines anyway so I wouldn&amp;#x27;t have lasted long regardless.</text></comment>
<story><title>&quot;DigitalOcean Killed Our Company&quot;</title><url>https://twitter.com/w3Nicolas/status/1134529316904153089</url></story><parent_chain><item><author>znpy</author><text>I have interviewed with DO and they tried diverting me towards a support position.&lt;p&gt;They told me that on a single day a support engineer was supposed to help&amp;#x2F;advice customers on pretty much whatever the customer was having issue with and also handle something between 80-120 tickets per day.&lt;p&gt;It&amp;#x27;s nice to see that DO is willing to help on pretty much anything they (read: their team) has knowledge about, but with 80-120 tickets per day I cannot expect to give meaningful help.&lt;p&gt;Needed EDIT: it seems to me that this comments is receiving more attention than it probably deserves, and I feel it&amp;#x27;s worth clarifying some things:&lt;p&gt;1. I decided not to move forward with the interview as I was not interested in that support position, so I have not verified that&amp;#x27;s the volume of tickets.&lt;p&gt;2. From their description of tickets, such tickets can be anything from &amp;quot;I cannot get apache2 to run&amp;quot; to &amp;quot;how can I get this linucs thing to run Outlook?&amp;quot; (&amp;#x2F;s) to &amp;quot;my whole company that runs on DO is stuck because you locked my account&amp;quot;.</text></item><item><author>thaumaturgy</author><text>Some people on HN hate Linode because of their past security screwups (which is valid), but having used both DO and Linode quite a lot, the support on Linode is way, way, way better than DO&amp;#x27;s.&lt;p&gt;DO&amp;#x27;s tier 1 support is almost useless. I set up a new account with them recently for a droplet that needed to be well separated from the rest of my infrastructure, and ran into a confusing error message that was preventing it from getting set up. I sent out a support request, and a while later, over an hour I think, I got an equally unhelpful support response back.&lt;p&gt;Things got cleared up by taking it to Twitter, where their social media support folks have got a great ground game going, but I really don&amp;#x27;t want to have to rely on Twitter support for critical stuff.&lt;p&gt;DO seems to have gone with the &amp;quot;hire cheap overseas support that almost but doesn&amp;#x27;t quite understand English&amp;quot; strategy, whereas the tier 1 guys at Linode have on occasion demonstrated more Linux systems administration expertise than I&amp;#x27;ve got.</text></item></parent_chain><comment><author>nurettin</author><text>7 tireless hours of work (with lunch break) 15 minutes to Listen, understand and resolve an issue, assuming perfect knowledge, a lot of luck and normal human speed, that would  still amount to less than 30 resolutions a day.</text></comment>