Pros
At Sourcefire we provide industry-leading computer network intrusion prevention systems. Our Technical Support department has been widely recognized as one of the best in the industry. We pride ourselves on having the first point of contact for a customer with a problem being someone with the expertise that would require multiple escalations to higher levels at most other support organizations.
Management at Sourcefire is very supportive of its employees, providing opportunities for training and advancement at every turn.
Kontras
Sourcefire was acquired by Cisco Systems about a year ago. The structure of Sourcefire technical support was very different from that of Cisco technical support. Integrating the two organizations has been challenging. Additionally, we have heard from numerous Sourcefire customers that they don't want their previous experiences with Sourcefire support to change, putting more pressure on us to figure out how to continue to provide that experience within a very different internal structure.