- Support is the bottom of the barrel. Especially the network support positions, retention rate is very bad because leadership fail to address issues such as head count and compensation year after year. Very bad leadership and management, causes resentment and feeling of low moral among existing and most experienced support engineers. All engineers I’ve talked with feel the same way
- Compensation model makes it very hard to get a raise as work load is already very high especially due to bad management such as halting hiring at wrong times. Ensure you negotiate the highest salary if you do decide to join because getting a raise will be very very hard
- once support was sent to work from home due to Covid, culture was lost and made the NSE position exposed for what it really was. Heavy workload, long hold times resulting in angry customers and more stressful job
- very limited room to maneuver to other positions within meraki, you need to work even harder to get out of the bottom of the barrel that is network support. You can move to higher touch teams to handle bigger networks and clients but without pay increase and more responsibility which management makes it seem like a promotion but it’s not really
- management expects you to take escalations and extra cases to even give you a chance at justifying a raise but there are no guarantees so you’re better off moving on to other opportunities
- management have town halls and meetings to listen to employees but advice and feedback is not taken into consideration instead they just make a Q&A so you can just refer to that instead of pushing management into what they should change
- managers are nice and try to care but there is very little they can do as they don’t have much power
- despite record sales; management would rather hire new support engineers than pay existing loyal ones what they deserve and this causes high turn over rate
- because licensing and products cost so much customers expect a lot from support causing bad experience this is could be due to overselling and marketing
- Bad product management, product team release new products without proper validation and testing and cause a lot of problems and headaches for both clients and support causing support engineers to take the full blunt of distaste
- As a network support engineer expect to handle at least 8-15 calls per day on top of answering emails too, this is very stressful and tiring which in turn prevents NSEs from providing quality service
- non Support roles seem to be better than support. Support treated badly.
- As an NSE you are tracked and assessed based on how many calls you take and how quickly you close cases so you’re basically micromanaged every minute of the day which makes it very exhausting and hard to provide the best service.
- sometimes you have to report a bug and take time to lab and recreate but this counts towards your overall availability which is stupid because you want to solve problems properly but at the same time you can’t afford to because it is affecting your overall performance stats. Meetings affect this overall stat as well so you can see how everything is structured about how long you’re in the queue ready to take calls
