Support Team (Customer Success) does not share same values as overall company
Pros
Company culture is good, maintains a collaborative spirit. Very engaging staff that is always happy to help others. CEOs seem to genuinely care about their teams, even forced the entire company to be work from home during Covid before it became the standard and declared that the choice would be the employee's in the future. Good benefits, 401(k) matching, decent salaries, good medical coverage
Cons
All of the cons here are related to the Support (Customer Success) teams Support team does not have the same culture as the rest of the company Support Senior Leadership has a “do what I say, not what makes sense” attitude Does not do collaboration well, despite making the software that supports remote collaboration Support leadership fails to keep up with rest of the company from a behavior and teamwork standpoint (As an example, support teams were required to be in the office over the holiday break, being the only people still in the office when everyone else was remote during that time (pre-Covid)) Places roadblocks to promotion quoting “policy”, internal promotion system is slow Highly qualified persons are passed over for a role and end up training external hires over them despite being “prepped” for the same role Company has grown beyond the scale of the software they make leading to issues and workarounds that slow down productivity Support team training consists of the same materials available to customers, it's mostly reading a bunch of articles. Very little actual investment in up-skilling their technical teams The other reviews that call out the Jira team experience are accurate but not limited to that team Interview process is extremely slow and not transparent, this is uniwe to support in my experience as other teams move much more rapidly and are able to make decisions at a reasonable pace and move forward, while support lags behind consistently