Pros
Free lunch on fridays Decent health insurance
Cons
Management has child like reactions and often berates support team openly/in front of the entire team. Management makes empty guarantees/promises for your growth. I've personally watched several people here be guaranteed a certain pay or position, and when it came time to do so management let them all down. They continue to try and string people along with the same fake promises and insinuate you're worthless if you're not working over 10 hours a day. The support team is losing more members faster than they can hire. The hirings they are making are for the wrong shift (because they intend to replace the entire Cebu and Irvine office) and wrong position. Calls are no longer rolling but if you're tier 1 or 2 you're constantly getting escalations where minimal work or troubleshooting has been done since they're throwing all the contractors they can at a problem hoping a few will stick instead of fixing their root cause. Training is little to know so when these contractors are brought on they're thrown into the fire to support solutions they know minimal to nothing about. Speaking of Rapidscale is famous for their breakfix. 99 out of a hundred times instead of finding root cause things are just bandaided or pushed off onto another department. This isn't true of all individuals as some go above and beyond to fix things however they likely face repercussions from management for going outside of their scope and wasting supports time. Management changes policies and procedures almost weekly, so you never truly know what's going on or what's valid. Did I mention the department segregation? Support is the redheaded stepchild who is essentially forbidden from interacting with the rest of the org. Meanwhile engineering,implementations, and account management all get along fine. Some customer contracts are missing and management isn't even sure what services a customer has or what is supported. A good example is direct management doesn't understand the difference from IAAS vs PAAS which led directly to mismanaged and unpatched systems for several upset clients. Everything is metrics metrics metrics. You may have worked on ryuuk infection all week busting your butt, but when next week comes and you only closed 4 cases they're gonna rip you for being an underachiever. Don't work here, not only will they not pay you right, they'll treat you as less than a human being.