Pros
The good: Great benefits Excellent co-workers Fully remote
Cons
The ugly: Every team is isolated by speciality, so there's no collaboration between teams. Motto of "Customer First, Ourselves Last" leads to unrealistic expectations and burnout. This is also why turnover is so high. The micromanaging....good lord, the micromanaging. I have never experienced micromanaging at a company this bad. Pay is way too low for the amount of expectations piled on support. This job should be paying $50,000-$60,000 at LEAST but they'll happy dump money into AI no problem. Changes happen WAY too fast. They barely give you a chance to adapt before they push more on you, give you a surface level training, and then expect you to know it once it's given. The military mindset of "Titan Principles" are basically a way to say "Suck it Up and Don't Complain", and because it's always "customer first", as support you basically have no value. The Armenian teams are basically allowed to get away with way too much compared to the American teams. I'll never forget Post IPO where all the Armenian agents were given time off while the US agents had to still work. You have unlimited PTO, but good luck feeling like you can take it when teams are continually short staffed. Money first mentality by stakeholders leads to being pushed to close cases as fast as possible, but due to the complexity of the software and workflows, this isn't always possible. You will be perpetually burnt out due to the pressure, and it genuinely feels like you're being set up to fail at every turn. Any company that has a view of "Customers First and Employees Last" is doomed to fail in the long run.