Meet the Team: Q&A with Callum, Systems Operations Engineer
Meet Callum, Systems Operations Engineer at Nublue. Read about his role, his passion for solving technical challenges, and the future of hosting.
By Nublue Team
Behind every reliable website is a team making sure everything runs exactly as it should. From resolving technical issues to managing infrastructure behind the scenes, our engineers work around the clock to keep our clients' websites fast, secure, and available when it matters most.
This time, we caught up with Callum, Systems Operations Engineer, to talk about his journey into hosting, the challenges he enjoys solving, and why customer service is just as important as technical expertise.
About Callum
Can you introduce yourself and tell us a bit about your role at Nublue?
Hi, I'm Callum, and I'm a Systems Operations Engineer at Nublue. My role is all about keeping our clients' servers running smoothly, ensuring their websites stay fast, secure, and online. Every day is different, from resolving technical requests and supporting customers to managing infrastructure migrations and maintaining the systems that power their websites.
How did you end up working in systems operations? Was it always the plan?
Not at all! After graduating from university, I was simply looking for my first full-time role in technology. I've always enjoyed both problem-solving and working with people, so systems operations turned out to be the perfect combination of technical challenges and customer interaction.
What did you do before joining Nublue, and what made you want to make the move?
Before joining Nublue, I completed a QA internship with Fujitsu in Germany. When I saw Nublue was hiring, I already knew a little about the company because one of my university classmates had completed their placement year here and spoke very highly of the team and culture. That gave me the confidence to apply, and it's lived up to everything I'd heard.
Callum’s Role at Nublue
What does a typical week look like for you?
Every week starts by reviewing reports that give us a clear picture of the health and performance of our infrastructure. From there, it's a mix of resolving customer requests, handling technical issues, processing new orders, and working closely with our Systems team on more complex tasks. Towards the end of the week, we catch up with our Support team to hand over on-call responsibilities, share updates on ongoing projects, and make sure everyone is aligned.
What kind of problems are you most often brought in to solve for clients?
No two days are ever quite the same, but the most common issues tend to involve email services or websites being targeted by bots. Interestingly, email issues can often be the most challenging because they usually require guiding customers through the solution themselves. Those are also some of the most rewarding moments, as it's great to help someone regain confidence while solving the problem together.
What's your favourite part of the job?
Without a doubt, it's the people I work with. Everyone is incredibly supportive, always willing to share knowledge and help each other grow. Even when something doesn't go to plan, the focus is always on resolving the issue for the customer first. Afterwards, there might be a bit of friendly banter, but that's all part of what makes the team such a great place to work.
Expertise and the Industry
What's the biggest shift you've seen in systems operations over the last few years?
The pace of technological change has been incredible, particularly with advances in cloud infrastructure and the rapid growth of AI. A few years ago, we managed our own physical servers in a data centre, but as websites became larger and more demanding, scaling that infrastructure became increasingly difficult. By moving to Amazon Web Services, we've been able to provide customers with access to modern, enterprise-grade infrastructure while continuing to manage everything behind the scenes.
What do you wish more clients understood about systems and website hosting?
If there's one thing I'd encourage every client to take seriously, it's security. Simple habits like using strong, unique passwords and avoiding unnecessary firewall changes can make a huge difference. While we can usually recover compromised websites quickly if problems are caught early, preventing issues in the first place is always the better outcome.
What does great look like in your field, and how do you know when you've nailed it?
From a technical perspective, success means everything works exactly as it should without the customer ever noticing. Reliable systems are often invisible, and that's a good thing. From a customer service perspective, it's when a client is genuinely delighted with the support they've received and takes the time to tell us we've made a difference.
What's one thing Nublue does differently that genuinely sets you apart?
For me, it's our approach to customer service. We don't just aim to close tickets; we make sure every customer gets the help they need, even if that means carrying out additional research or exploring different solutions. We also like to explain the "why" behind what we're doing, so customers leave with a better understanding of their services and greater confidence in managing them.
Outside of Work
Outside of work, what are you into?
Life has changed quite a bit since becoming a dad in April, so that keeps me busy! I've also been learning to sing for the past year and a half, and when everyone's schedules line up, I enjoy getting together with friends and my partner for a game of Dungeons & Dragons. Hopefully, it won't be too long before our little one joins the adventure, too.
If you had to describe Nublue in three words, what would they be?
Exceptional. Supportive. Customer-focused.