It's 09:00 CET, and my on-call app is buzzing—my shift has officially started. In CloudAMQP Support, you never quite know what the day will bring. I might be bracing for server alerts, missing metrics, or failed upgrades, but that's exactly what I love about the role.
It's never dull. Some days are calm, allowing for deep work on internal projects, while others are dominated by a single, complex case that demands my full attention from start to finish.
Our support extends far beyond automated alerts; we maintain a high-touch presence across email and chat to help users navigate complex setups. In the past 12 months, our support inbox has seen 15,000 emails and over 5,600 distinct conversations. Often it's a quick fix, but sometimes these interactions lead to deep-dive technical investigations. For instance, I recently teamed up with our Erlang developers to resolve a tricky RabbitMQ issue. We discovered that a persistent redelivery loop for a single message in a quorum queue was preventing disk segments from compacting. This was a disk-space ticking time bomb. By identifying the compaction failure, we saved the customer from a total service outage.
Beyond RabbitMQ, we're also the stewards of LavinMQ. Supporting an open-source community adds a different flavour to the day, as that can involve troubleshooting on-premise environments that we don't host via CloudAMQP.
Before I sign off, I sync with the next engineer to ensure a smooth transition. We take our 24/7 commitment seriously, with a global team ready to step in at any hour. Depending on when you message us, you'll be in the capable hands of my colleagues around the world—like Mary in New Zealand, Chad in the US, or Lucas in Brazil.
Always at your service,
Annie Blomgren
CloudAMQP Technical Support Team
