Pros
The only pro I can think of is that most of my colleagues are highly talented and capable, and all around great people. That's the only reason I've stayed.
Cons
1. Senior management doesn't care at all about Support, or Customer Care. 2. They say "their door is always open" which it may be, but it's only as a formality and when you're in there they belittle you and basically tell you your ideas are crap and you’re wrong. 3. Turnover is starting to become a real issue simply because nobody wants to work in a place where they are belittled, lied to, overworked, and underpaid. Speaking of being underpaid, we’re underpaid about $25k per year compared to the market for what we're expected to know and do. Seriously, we've all done the research and we know what the market value is… Even the new employees aren't even staying for 2 months as they see how the department is crumbling and management finally fesses up to the lies told during the interview process (more on that in part 4). Management didn’t address the warning signs and look what happened, there have been 6 individuals who left in a 4 week period. That may not seem like a lot, but there were only 16 to begin with and we need 24 to keep up with the workload according to basic math and ticket volume. 4. You will be straight lied to during your interview process! They will tell you in writing that you will be promoted to Tier 2 in 6 months providing you perform well and Tier 3 in a year. They literally have to do anything to sell the position to a potential prospect due to the fact as mentioned above, that we are underpaid by $25k/year. They also try to sell the position to you by stating that the culture is "great." Sure, the culture is wonderful, but not here in Support! Seriously, the culture is sub-par for tech industry standards, sure we get free food every Friday, but that’s laughable compared to what other tech companies offer all within a 5 mile radius. Please don't be a fool like I was! I came in knowing that the pay was less than expected, but I was sold on lies and a great company culture that does not exist here in Support! One more thing, please don't fall for the positive reviews! I'm almost 100% positive that they have marketing write all of these wonderful reviews to make it seem like this is a much better place to work than it really is.