Pros
The team members are great, and generally helpful. The work atmosphere is nice, and between the corporate activities and support team activities, there is usually something every month. (Taco Tuesday, Waffle Wednesday, Beverage Friday, Lagoon Day, Top Golf, Easter egg hunt, Halloween trick or treating for employees kids etc) There is also a snack and soda/Red Bull area which is a nice perk. Pay is competitive, Test lab with Full MSDN accounts provided, new laptops provided every 3 years, work from home option after awhile, tuition reimbursement, benefits are very competitive (better than my last 2 jobs) There are lots of places to find information that you are looking for, and has improved greatly over the past couple years. The knowledge base has improved, the frontline, backline and engineering teams are very friendly and constantly is working to help each other out to provide information on how things work, or at least to point you in the right direction. Ivanti values the technical troubleshooting minds of support engineers and are encouraged to seek solutions themselves on what they are working on, and then ask for help, when needed, instead of waiting to be spoon fed information.
Cons
So the company sounds amazing right? It is. What about the specific job? Let's talk about it. We have 2 types in support. Frontline or Technical Support Enigineer (TSE), and backline or Product Support Engineer (PSE). The current strategy is to hirer fewer, more competent people to do the job of many less competent people. TSE's are more of a level 2 position and does the work of tier 1 and 2. PSE's do L3, and a whole bunch of various things for other departments. (Training, Engineering, QA, documentation etc.) This can and does make you well versed across various technologies and Ivanti product lines, and can provide other career opportunities if you choose to move out of support. The issue is that we run operationally on the verge of being too lean. If the team is tenured, and people stay in support and progress up the support career ladder, this works great. If a staff is out sick, the rest of the team has to pick up the slack, and is very noticeable. If someone leaves Support to work in another department, and because management is being picky (which is a good thing) to find qualified staff to replace them, it can take a while to backfill that position. This can take a toll on the team, depending on how long each team is down a person. Backlog and morale seems to dip during these times. Backlog can spike, the team stress levels spike, and performance and quality drop. The PSE position runs too lean as well. There are a lot of asks to do, and "save this most complex account so the customer is happy and renews" happens pretty frequently. The teams perform at maximum capacity, but can wear on the teams after awhile. This can make or break the person and stress level. Historically, onboarding for new TSE's has been hit or miss depending on the team, and depending on the team can still be pretty bad. Management is aware it has been a pain point, and is working to improve the experience, but your mileage may vary depending on product line. Managers are also hit or miss regarding career growth. Mine are awesome, but some complain about others. You definitely need to be proactive and a be a go getter to advance quickly. Ivanti seems to match your pace for it. If you are waiting around, not applying yourself, you most likely will see your peers being promoted around you. Promotions are earned, not guaranteed, which have made some staff who aren't go getters and don't get promoted quit because they "aren't getting promoted while everyone else is." Then the cycle continues again with the hiring cycle and stress level.
