Pros
- If you don't have Cloud experience or want to upskill in AWS services, it's a good job - Note that if you're used to a laid-back 'agile' work culture, this job will be a wake-up call - Troubleshooting real customer issues which would be beneficial in future jobs - Good pay (for the first 2 years of sign on bonus) - would recommend applying externally/internally after 1-1.5 years - All the cons being considered, this job has still been greatly beneficial, and I'll soon be looking to take an engineer role elsewhere
Cons
- Managers only care about metrics - Managers tend to micro-manage - Have to meet quotas in terms of case resolves, even if some cases are super difficult - If you want to attend trainings, you must play catch up to meet those metrics - Some customers will rate you 1 star and your manager will ask you why - can lead to performance reviews. Feel like an uber driver - Some customers are complete idiots and want hand-holding for the most basic stuff - Colleagues seem to be out for themselves - no one really helps if you get stuck on a difficult case because individual metrics are the only thing that counts really. You're not really working in a team. - Expect to work saturdays or sundays and say goodbye to any social/family plans you may have on those days. Work public holidays too. - Managers say things to the team like "Please try to log in 15 minutes early and get ready to take live calls as soon as your shift starts" but also say "DO NOT log out early, it is monitored by upper management". - Managers look at what 'state' you're in - if you spend too much time outside of the 'available' state they'll bring it up in 1-1s. - High churn of employees - a few engineers left within 7 months (3 months of which is just training!) - No company culture - everyone works from home and hardly goes to the office. Few social events and when there are they'll be during your work hours so you may fall behind on metrics - Managers will ask you for a medical certificate if you're sick at the start/end of your week (too many people taking sick days) - Managers will make you turn on other 'services' without any real training so customers may be upset when you a premium support engineer can't answer basic questions - Sort reviews by lowest rated to find out more.