A few years ago, Commvault support was lauded as among the best tech support in not only the backup world, but the IT industry as a whole. The company proudly advertised this and took pride in it. It was even a major selling point for most customers. Over the more recent years, upper management has done everything they can to incinerate that reputation.
The "old guard" of support engineers acted like they were in a frat. It was a boys club, and you better get on their good side, or else you'll enjoy constant bullying, and getting stonewalled when asking for help. When I heard about the harassment faced by many employees at Activision-Blizzard, it reminded me of the attitudes I encountered here.
The amount of knowledge expected of each engineer is staggering. You effectively need to be a proficient administrator in all operating systems, all hypervisors, all cloud providers, all storage solutions, AND be a master of the Commvault backup software itself. Sure, you'll get trained on the backup software, but you will have no ability to receive training, or train yourself, on any of the other aspects that truly matter to resolving tickets.
The stress put onto each individual engineer is truly unbelievable. It is simply an unmanageable load. On numerous occasions I had anxiety attacks at work, and had to call out due to fear. Having worked in technical support and infrastructure roles elsewhere, I have never encountered something like this. Management did not care.
Good luck being recognized or growing in your career. The best you can hope for is to be slightly less underpaid as a tier 2 engineer with more responsibility. Honestly, the compensation for what is expected of you is laughable at best.
Also good luck with office politics. Multiple times, I was the top ticket resolver in a month, yet my peers still talked down to me as if I was incompetent, and gossiped about me not pulling my weight. When I finally left, I was very upset when a close coworker revealed to me what some of my former colleagues thought about me. As a young professional trying to find my way in my career, it took me time to build my self-esteem back up.
Oh, by the way, the company offers "unlimited PTO". If a single person on your team is out on any given day, your workload is heavily increased, because the mechanisms in place to route tickets are just that awful. If more than one person is out? I suggest you start drinking.
It is unlikely to change any time soon. Commvault is one of few major tech employers in the jersey shore area. It probably explains why they are able to take advantage of the employees, and why some of them just don't know how bad it truly is.
When I think back on my time working in support, I suppose I am thankful for learning a bit more about storage technology. But all that comes to mind are the customers who were angry I didn't have time to get to them, the constant dread, and the disapproving remarks I received from my so-called colleagues. If you have any self-respect, you should work somewhere else, where you are valued as a person.
