Pros
If you are looking to gain exposure and experience working with virtual servers, Sybase, Oracle and more related technologies this is a good starting point. There are some great customers to work with and you sometimes look forward to seeing them put in a case for support. There are a lot of great, hard-working people in the support portion of this company who can offer a lot of help and knowledge. I found plenty of willingness to help from other teams within the company that I felt recognized the work ethic and effort that was put forth by employees. Work and life balance is pretty good from my experience. Managers can be very flexible and understanding for time off when needed.
Cons
Pay is below the industry standard by a decent margin. Raises seem to be equally low. Little to no training for new techs. Support seems to be a pigeonhole which does not leave many opportunities to move up in the company. Management can be slow on the uptake to notice the work of their support associates leaving a level of job dissatisfaction. There are small elements within the company that are good at playing the game of office politics while not really offering any real contributions to their teams or the company itself which can have some very negative impacts. The metrics system is a bit of a joke as you are rated based on how many calls you make, notes you take and cases you closes. It seems to be a numbers game with competitions among the teams to compete based on those metrics. It makes it a struggle to stand out and enjoy your job if your team is understaffed or you have team members who simply cannot carry their weight. No programs in place to help further the skill sets of employees.