Let’s face it, when you think “Tech Support,” you probably think “long wait times” or picture someone who’s more comfortable talking to a computer than a person and fueled by endless energy drinks. Well, it’s time to reboot that stereotype!
Meet Joseph Moya, guitar player and DreamHost’s resident Ticket Queue Support Captain holding it down for 11 years (and counting). If you’re wondering what a Ticket Queue Support Captain does, think of him as the air traffic controller of tech support. He’s the calm in the queue storm—communicating between management and the team, helping solve the more challenging problems, and making sure everything’s running smoothly.
The trickiest problems? Usually those involving custom code, confusing email discussion lists, or customers struggling to describe what’s broken. “There’s a language to tech support,” Joseph explains, “and not everyone speaks it.” But Joseph’s approach is always the same: give people the tools to help themselves and adapt to their current situation.
From “I May Not Be The Right Fit” to “I’m Not Going Anywhere”
Believe it or not, Joseph almost walked away in his early years at DreamHost. Life was chaotic. “I was definitely struggling—a lot,” he says. “I didn’t want to hold the team down and I felt that I was.”
So what happened? The team showed up.
“When I realized that I had a team around me that was there for me, that kind of changed my perspective,” Joseph says. “The company is also there for us, and they were helping me a lot.”
That support wasn’t just talk. Teammates and mentors pulled him aside, recommended classes (DreamHost offers its team members free Udemy courses to support their career development), provided guidance, and gave him the space to grow. He took it seriously.
When a spot opened on the Ticket Queue Support Captain—he went for it full speed. “I told myself, I’m gonna hit the ground running because I owe it to myself and to everyone who helped me.”
And that he did. From live chat rep to ticket queue support, then from ticket queue support to Captain, Joseph’s path has been driven by community. His next goal? Specialist. After that, who knows—maybe a management position. “I’m open,” he says. “If the opportunity’s there and I’ve got the skills, I’ll go for it.”
The Secret Sauce? DreamHost Culture
Joseph says what keeps him here for over a decade isn’t just the job—it’s the people.
“I bought into the vision of where we’re going. I love my team. Some of them are like family now,” he says. “You can’t build anything great without a team that’s aligned and believes in what they’re doing.”
He believes that kind of connection isn’t just luck—it’s the foundation of why the tech support team wins awards (including the 2025 Globee Gold for Customer Excellence—no big deal).
“I think the only way that can happen is if everyone believes in the product, believes in the company, and buys into the direction we’re going. Otherwise, the cracks start to show.” It’s not just a job for Joseph. It’s a place where he’s grown—personally and professionally—and where he’s committed to continuing that growth.
Rock and Roll (and a Whole Lot of Laundry)
When he’s not wrangling support queues, Joseph is living his best SoCal life in Brea with his wife, Tina, their daughter, Madelyn (yep, he got to name her—he’s pretty proud of that), and their pets: Molly, the chihuahua, and Boyfriend, the cat. They’re big Universal Studios fans and try to go once a month.
Weekends are for laundry, spontaneous adventures, and the occasional jam session with DreamHost coworkers. His musical roots run deep.
“My grandpa played piano,” Joseph says. “On weekends at his house, I’d hear him sing and play the piano. That started my interest. And then when my older brother got a guitar later on, when I was 10 or 11, I wanted to be like him, too.”
Piano wasn’t the only lesson Joseph learned from his grandpa. “He used to have me and my cousins move rocks around his yard every weekend—literally just from one side to the other and back again,” Joseph remembers. “I didn’t get it then, but later I realized he just wanted to keep us busy and out of trouble. That stuck with me.”
Communication: the Not-So-Secret Superpower
Joseph’s advice—whether it’s for handling a tech support ticket, navigating life, or surviving a family group chat—is simple:
“Be open. Communication is the only way you can actually get something done—if you’re willing to listen and set the ego aside.”
It’s a reminder that applies just as much in parenting as it does in tech support.
Joseph’s story is a testament to perseverance, mentorship, and showing up—even when it’s hard. And after 11 years, and who-knows-how-many solved tickets later, he’s proof that tech support isn’t just about fixing websites—it’s about people helping people.
So the next time you get a message from Joseph or someone on his team, just remember: behind that screen is a musician, a Universal passholder, and someone who genuinely cares. And if you’re lucky, you might just catch him rocking out after hours.
Want to join the DreamHost team? Check out our careers site and see what it’s all about! 👀 We’ll also be sharing more stories from our award-winning team, like what one of our Live Chat Captains is secretly learning to make for his wife’s birthday… (we’re not telling! 😉 You’ll have to check back next month).