Pros
The technical support staff are friendly, knowledgeable, and willing to help most of the time.
Kontras
1. Incredible disconnect between management and workers. Technicians are burned out, have no PTO left, and are asked to constantly do more with less 2. Constantly moving the goalposts. It doesn't matter how good you're doing, they perpetually understaff and over burden technicians, then gaslight you into doing more 3. Retaliation is commonplace. Frequently technicians are punished for speaking out or have their jobs threatened for trying to make things better. 4. Fragmented staff. Managers have one expectation, account executives have another, technical account managers have another, support staff told another. 5. Pay discrepancies all over. They under pay newer technicians by up to 40%/25k for the exact same job by promoting people to a title they didn't apply for and that didn't exist, then won't tell them directly. Have to figure it out for yourself. 6. No clear path for growth. Training is atrocious. 7. They laid off all of the QA staff in the middle of the pandemic and now use customers as QA for important functions, while relying on technical support to cover for the gross amount of issues they continuously push 8. Lack of accountability from senior management. They refuse to staff properly, they hide key information from clients during security events, and refuse to take any real action to make things better, if they even listen to you 9. They're currently in the process of outsourcing support to Hyderabad so they can underpay technicians even more. 10. Lost over 40 people in a year, and are not hiring/training leads so the group knowledge is getting thin 11. No diversity. I would guess about 90%+ of the technical support team are straight white cisgender men. I can keep going. Stay away from the technical support department.