To start, you need to understand that many of the positive review on glassdoor are padded, I am not the first review to say this and Im sure I wont be the last. Within the first 3 days, they will ask you to log into facebook and linked in and talk about how much you "love your new job at Q2" even though you haven't even been able to develop an opinion.
If you are looking to start and are debating accepting a position in support i would strongly suggest that you keep looking.
They have a massive overload of cases that cannot be handled as they are understaffed. They fire people and lay people off for virtually no reason and dont like to hire people to replace them. Almost every other week they will have a Required 12 hour day that you must be in the office to work, since you will likely be salary you will not likely be getting paid overtime. One top of this they will also want you to be on call since they refuse to have a night crew but insist on providing 24 hour support. They call it 'on call' but really its a cell phone that rings every time a new case comes in and since you are the only one working you will have to deal with every ticket that comes in. You will still be responsible for all other duties during the day. Your metrics are graded on the number of cases closed rather than the quality of work put into them. The amount of cases received each day easily hits 15-20. Due to a high workload, you are required to close many of these each day, you will not close all of them. They will eventually stack and get to a point that you have so many tickets it becomes nearly impossible to track all of them. It is not uncommon to have 60+ tickets in your backlog on average. Since it is impossible to keep afloat in 8 hours, management has been known to literally tell people to work more hours in order to manage being overloaded. It is not uncommon to work 60+ hours a week just to keep your job... If you cannot keep up they fire you, regardless of quality, they want quantity, to management it is a numbers game and the actual issues being worked mean nothing. Due to this cycle of firing people and not hiring people as fast the team stagnates and continues to be overloaded, overworked and underpaid.
