10y
First of all, thanks for the compliment regarding our people. It’s nice to know that even a 1 star reviewer recognizes the quality of the engineering and other talent here at Endsight.
Second, your concern about our CRM software and data entry is certainty not a new one. The first thing to know is that Connectwise has roughly a 75% market share amongst MSPs with 25% going to Autotask, which is equally difficult to use. The main point here is that all decent MSPs use a similar PSA (Professional Service Automation) tool for time and billing, knowledge management, and CRM. With nearly 150 managed customers and 50 employees, it’s absolutely an essential part of the business to use these tools and comply with our documentation procedures in order to ensure consistent results for our clients and to set co-workers up for success. That said, no engineer I’ve ever met loves this portion of the job or the software available to us.
As a reader of this review, please consider this comment before applying to Endsight and accepting a role here. All successful MSPs out there, that I’m aware of, have a strong culture of following process. Additionally strong MSPs are relentless about documenting their work. So you’ll have to decide between working for a quality MSP and/or avoiding documentation and process.
Third, I can agree with the reviewer that working as a field engineer at Endsight will require an after-hours commitment. However, I prefer to get specific as the complaint offered by the reviewer feels ambiguous. A field engineer at Endsight is expected to work about one weekend per month. Many of our projects are done after-hours to avoid down time. In contrast, there is no weekend requirement for Engineers applying to our Response Center. All engineers at Endsight are expected to be on-call for about 2 weeks per year depending on the schedule. Also, the vast majority of engineering positions at Endsight are hourly, so many employees enjoy the opportunity to earn overtime pay.
I take exception to the “not as advertised” headline. We make our expectations clear in our offer letters and go over it a second time during orientation. It would be extremely hard to join Endsight without a clear expectation around working hours.
Finally, there seems to be some animosity by the reviewer with regards to our values and purpose. If you are looking to be a part of a company that cares about something beyond “just doing work for the sake of money” and are looking to work with people who have a clear set of behavioral values that we believe in, Endsight might be a good fit. With this reviewer, they obviously do not identify with our values or what it is that we stand for outside of just working for money. We try hard to identify this in the interview process, but once in a while we get excited about the potential a candidate brings to the table technically and overlook the cultural mismatch. Every time we do, we are confronted with negativity both internally and externally such as this review.
My suggestion for those considering employment at Endsight is to seek and understand our values and what we stand for prior to accepting employment. Self-selection is a very important part of a successful hire.
