Vantaggi
It pays well. It has good benefits. It has some good employees, usually not in the managerial side. The technology is amazing. If you have no better alternative, it's a good entry place that will look good in your CV.
Svantaggi
Brian Millham hired the executive that destroyed Support with the permission of other Support managers around the world and against the advice of any Engineer that works/worked in the company. That executive and his team have pushed A LOT of terrible changes to make the Support Org just a well-paid but poorly-handled call center environment with a lot of pressure. Instead of fixing what was broken, namely the headcount of Engineers that diagnose Cases in a rapidly evolving technology, they justified their new appointments as The Bosses by pushing changes that have broken the Support Org. Some of those changes: Tierless model (but with tears, ask about that joke to your subordinate, Brian), Slack, a chat for "collaboration" outside of the Saleforce platform where now Cases are handled (working half in a chat, half in a CRM, brilliant), every Engineer working every type of Case that someone, arbitrarily, considered non-complex, Tier 3's now customer facing instead of focused on the technical side of things, experienced people leaving like never before, the ones that are left moved around to work on things they have no knowledge of...it's all wrong. If you're considering a role in Support and you have no job or different alternative, take the Support position, they'll be desperate to hire people considering the attrition they're having. That said, be ready to have patience because the ones making decisions have zero knowledge of the day-to-day job and they'll frequently come up with something that makes your day harder and your job slower. They won't listen to your feedback and they'll keep going on, even if it's detrimental, because someone above them said so. If you have alternative, please go somewhere else and save yourself the trouble. The current managers/directors will be out sooner rather than later and, hopefully, the things will be back to normal in the future. It's a good company and the technology is awesome but this particular department is currently handled by non-technical folk that are too egotistic and arrogant to listen to the people that does the job.
