Pros
You'll become technically stronger, but only because you're frequently left to figure things out on your own with little meaningful support or investment. If you enjoy teaching yourself everything through trial and error, you'll gain plenty of experience. The people in Technical Support are genuinely brilliant. They have to be. They're constantly expected to perform miracles with limited resources while being held accountable for things completely outside their control. You'll develop patience. Between constantly changing priorities, endless internal processes and management decisions that rarely make sense to those actually doing the work, you'll need it. If you're looking to see what excessive micromanagement looks like in practice, this is an excellent case study.
Cons
Support is micromanaged to an exhausting degree. Every metric, every minute and every interaction feels scrutinised. Instead of trusting experienced engineers to do their jobs, management seems far more interested in dashboards and KPIs than actual customer outcomes. Technical Support is treated like the lowest rung of the company. Despite being the department customers interact with most, support is routinely walked over, overlooked and treated as though it's easily replaceable. The amount expected from techs compared to the respect they're shown is genuinely insulting. The pay is nowhere near competitive. For the level of technical knowledge, customer service expertise and responsibility expected, the salary falls well below what many comparable technical support roles offer elsewhere. You're expected to perform like a senior engineer while being paid considerably less than the market rate. The recent layoffs were handled appallingly. There was virtually no meaningful communication with the support organisation beforehand. Instead of honesty, employees were fed vague corporate messaging that answered none of the questions anyone actually had. Leadership hides behind corporate jargon. Every difficult conversation seems to be wrapped in carefully rehearsed buzzwords about culture, values and transparency, while the actions tell a completely different story. They talk about "do the right thing" but they are so disconnected with the meaning of the "right thing" - it's the right thing for investors for sure but not for their employees. Morale has collapsed. Watching colleagues disappear with little warning while leadership delivers polished statements destroys confidence. Those left behind are expected to simply carry on as though nothing happened. Support is expected to absorb everything. More work, higher expectations, tighter targets and increasing pressure all seem to flow in one direction. Recognition, meaningful investment and genuine appreciation rarely follow. Trust in leadership is practically non-existent. When communication consistently feels sanitised and performative, employees stop believing what they're being told.
