- in the last 2 years the focus has been solely on KPIs and numbers, so much that VPs are looking each week into the numbers of tickets the Support Engineers are taking, they revised the KPIs for different product areas as they have different complexity but then decided everyone should get 6 tickets per day which would bring some Support Engineers to 170% utilisation per day, people are overworked and a lot of them above the KPIs required for the role but it seems this is the norme now
- Return to office has been so strictly imposed in Support without a possibility to be flexible if peoples life circumstances have changed, it will impact your future progression in the company, they say to stay home if you are not feeling great but your RTO attendance will be impacted and in 6 months when you are up for a promotion the only thing they will see is the number and that you didn't meet the requirements
- a lot of attrition, you can rarely find people here longer than 2/3 years, even Managers who have been here longer are leaving
- our enablement team is so out of touch with the product and what is actually needed to do the job, they think it's possible to ramp up in 3 months by watching videos, we need more live workshops and experienced Support Engineers showing how to troubleshoot issues
