Pros
At the time it was fully remote although the management seemed to think that was a negative.
Kontras
It is a job that can produce burnout fairly quickly. The on-call rotation is what they say it is up front but because turnover is high, this changes and should be shift based rather than constant switching from day to night. In addition to that it is customer service to law enforcement and internally some employees are noticeably negative. The nepotism level is high promotion opportunities are limited. Anyone who had a chance to get off phones did so long ago and the fact is they need phone support because they try to over extend themselves. Some companies and employees take pride in how much poor treatment they can endure rather than address the systematic problems but they are still in business with software that was decades old 15 years ago.