They say they want to help, but they rarely do. When I joined, Meraki support just started blowing up from an increase in customers (I was a reactive hire). There would always be 70+ calls in the phone queue. Management said they were working on it for 2 years but all they managed to do was maintain the volume, never really help us out and spread it among others. There were even plans to get another department to take the licensing calls, but that fell through too for no given reason. Support has been overloaded for almost the entire 2+ years I was there. As a support engineer, we're expected/required to be on call with customers for 7 hours a day, not including a 1 hour unpaid lunch, and two 15-minute breaks. If you're not on call because you're swamped with cases or escalations or bugs, management says we should tell them so they can help but when we do it's our problem, not prioritizing stuff correctly and stupid stuff like that, even though you take calls back to back all day and get email cases assigned to you throughout the day which you don't get time to deal with unless you do them on your unpaid lunch or work overtime. Management says they started as support engineers too and they had 50+ calls in queue and they never worked overtime while still answering everything, leaving the blame firmly on us. Meraki Support Management expects you to work overtime basically. If you don't work overtime you have tons of cases out of SLA or you have bad stats which makes you a bad employee in their eyes.I was told I was getting a raise for over a year and never did, so keep that in mind. The job description doesn't mention taking calls at all, let alone all day. One employee sued over this and didn't have to take calls all day. He would even take holiday and weekend shifts where he didn't have to take calls near as much as the others and management would just make the others pick up the slack. Because of the benefits they give, our salary is lower than other places for the Bay Area. There's also a lot of talk about good work-life balance and you shouldn't work overtime all the time, but as it's basically required to work overtime or you're a bad empolyee, there is no actual effort by management to help ensure a good work-life balance.
