Posts made by olivier

@tim_g said in If all hypervisors were priced the same...:

If features and costs (free) were identical across the board, I would choose KVM hands down.

I love being able to run off Fedora Server, plus all the doors that open up by doing that... which you can't get from Hyper-V or VMWare.

Sure Xen can be installed on there too, but it's dieing and I'm less familiar with it.

Can you stop with that FUD? Thanks. It's not dying at all. I hear this since 2006. It's like saying Linux is not secure because Open Source.

@danp What do you mean? I don't understand.

aGPLv3 if you think some "hosters" can use it without contributing (ie not actually run the code on your machine = no need to share your modification with GPLv2 for example).

Guess which license made AWS adding stuff to Xen without sharing it? So, even if I'm selling software, I'm convinced aGPLv3 is more fair toward the community. /my2cents

True, it's still over 9000

Thanks a lot for your support guys. Now, we start a new adventure

@danp pay range is a bit hard, that will be really variable depending on people applying. And I don't want that our lack of expertise hiring in US, combined with a poor pay range choice, make us miss opportunities.

I'll update the work days, but it's pretty standard: M-F, no weekends.

If I forgot anything, let me know: https://gist.github.com/olivierlambert/0f671110c1920e1a540dfc4850e83c3d

At least half of our revenue are in USD, so we would like to avoid any conversion: paying directly in USD. Our customers are roughly spread evenly coast to coast, but in general the whole America (North+South) support time starts (in my UTC+1 time) from 3PM to 11PM (so you can check with your own UTC time).

Full time would be better to part time, if possible. If there is no active support tasks, we could have side work (doc improvement, typo/bad phrasing corrected etc.)

@dustinb3403 Yes, and obviously we can train him/her slowly but surely

@dustinb3403 No I said I can handle something around 250 customers/subscriptions in terms of support. Beyond this, it's a fulltime job. So because I couldn't do only this, I delegated a bit of this to our devs. Which was a good idea until 300/350 customers. But we are now even beyond that, and it starts to be bad for productivity!

@dustinb3403 no volume is NOT that high. I counted the total number of customers, not the ticket number.

Regarding the last part, I wanted to tell that having devs doing a bit of support is not a bad thing. But until a certain level.

Well, we estimated that I could handle up to 250 customers myself, which was relatively correct. I can push this to 300, but it's a bit hard to do anything else. Because we are beyond this number today, it affects also the rest of the dev team, which is partly good (to get quickly why something they did is wrong) but it's now too much to handle.

@dustinb3403 said in Hiring a tech for support, based in US:

@olivier said in Hiring a tech for support, based in US:

No phone support, only live chat and tickets. And yes, directly with the customer.

So they don't need to be comfortable talking to strangers (good for a junior tech for sure).

Yeah, no "voice" contact with customers. Everything behind a screen and keyboard, that's all. But it's not easy either to deal with people who can't RTFM

No phone support, only live chat and tickets. And yes, directly with the customer.

@dustinb3403 Nope, what do you think would be a acceptable range for something like this?

And yes, I'm open for juniors too, it doesn't really matter.

@dustinb3403 said in Hiring a tech for support, based in US:

@olivier said in Hiring a tech for support, based in US:

@dustinb3403 Yes, full time. I'm not really aware about the US laws regarding working hours.

That is something you will need to brush up on then, I'm sure we could give you a general idea of the laws but I know I wouldn't want to misguide you on them.

Obviously, we won't do that without legal backing somehow. But I also need to have some traction on this to push it further on legal aspects. If you decide to always wait for legal aspects first, you don't do anything (ie waiting to have all the info I mean)

@dustinb3403 Yes, full time. I'm not really aware about the US laws regarding working hours.

@tim_g Yup but we would like to have someone staying in US to work there (except coming to see us once a year is totally doable )

@nerdydad said in Hiring a tech for support, based in US:

@dustinb3403 said in Hiring a tech for support, based in US:

@olivier how do you want people to contact you about the position? Email, phone, SMS?

Carrier pigeon with CV attached.

If it follows RFC1149, I'm fine with that!

More seriously: careers at vates dot fr

Well, it's still blurry right now. But roughly it's being able to answer on our live chat and ticket system during office hours, on technical and basic workflow XOA questions (at first).

Currently, our support ratio is:

• 1/3 regarding XenServer issues
• 1/3 regarding real XO features missing or bugs
• 1/3 regarding problem between keyboard and chair

I'm not requiring any diploma or whatever, I'm OK for motivated people with understanding on how basically virtualization works (and classical/basic CS stuff, like what's an IP stack and standard Linux knowledge).

It would start with a simple mission: try to answer easy questions firsts, then assign us if needed. The goal is to get him/her to understand what was the issue, then next time he/she could handle it.