Pros
- Product support is fun on 'Physical' appliances and getting stick into the CLI side of things. - The tier system when you aren't being given unreachable or stupid goals is a great idea. - Free coffee
Cons
- Salary for a tech is in no way competitive - Overworked and underappreciated, management don't listen to concerns of issues you raise for months, or have no power to change anything. - Constant carrot on a stick tactics and delaying promotions. "Don't worry you have no targets", "Oh sorry there's this magical US case closure target now that we need you to show 3 months of numbers for, on a product that doesn't get that many cases raised in a week for the entire team" - If you work a product that isn't SPAM, good luck with ever meeting case closure targets or even standing a chance of appearing in the weekly 'Pat-on-the-back because you support a high volume product' email that goes around. - Management focus on numbers and do not care or encourage an environment that means techs support each other and are rewarded for doing so. Close 50 false positive cases in a week and ignore all of you colleagues pleas for assistance? Awesome job, here's a tier level. Don't meet the weekly ' US-Case-closure-Average' for your promotion because you actively help everyone with their issues and cases in Slack channels? Lmao, sorry we don't want that here. - Forced to follow US targets, yet do not get any of the US benefits. - Pay is awful now they are located in reading, most other tech companies pay 30-40% more with additional benefits. - God forbid you have to escalate anything. Product/Dev on specific products don't read information (Or don't care) and ask for what you've already provided in the description, and you are stuck dealing with angry customers/sales for days/weeks. - PM/DEV often don't care about or listen to feedback provided by support and customers. - Product knowledge is just walking out the door when senior techs leave. Not even any attempts for this to be passed on to others, chats often go unanswered or it's the same two or three people out of 80 that respond with nobody else bothering.