VMware Tech Support Engineer reviews

In support we get treated like absolute dirt. The management has spent the last 2-3 years pushing people into working 12-14 hour days, and then using the productivity of the people who do so as a stick to beat everybody else with. KPIs are set which are literally impossible to meet without devoting every waking minute to the job, and if they aren't met, you need to justify why you would dare to have a family, hobbies, or a healthy sleep schedule. Training on the product is extremely minimal, assuming you have time to actually do it (we don't). There are no avenues to ask for help if you're struggling, either in a technical sense or a personal sense. There is absolutely zero collaboration between agents or departments, unless you're lucky enough to be able to ask a personal friend (which obviously means that anybody acting as a potential escalation point is constantly playing favourites, and will almost certainly just ignore you if you've never been out drinking with them). Multiple people have been signed off long-term because the job has destroyed their health, and many more have simply walked away from the company. None of those positions have been backfilled; their work is simply piled up onto people who can't cope with what they already have, until they break down too. Customers regularly complain about the poor service they're getting, but management never step in to address these complaints, either internally or with the customer directly. It could not be more obvious that the company simply doesn't care about us.