Flawed culture where the customer is always right - even if they were blatantly wrong. Sales reps were prone to making promises beyond the scope of what should've been allowed - and the Support Engineers and Field Service Techs then had to provide the service level that the salesperson erroneously promised. There seemed to be little or no adverse consequences for the salesperson.
Most of the time, as a Support staffer, you felt like you were wrong even if you solved an issue correctly and in a timely manner. Everyone from the Support Supervisors on down were over-worked. Good Support Engineers were passed over for new jobs because they were too valuable to lose from Support.
Raises were very slow to be handed out. Benefits were mediocre - mainly because of the health insurance. The more the employees had to pay out of pocket, the worse the coverage. There was basically no outside recruiting to fill open staff positions.
