Pros
The TS role is not one you find everywhere, at least not the way it exists at Epic. Support to customers is dedicated, and thus you get to develop these great longstanding relationships, not only with IT, but with may different individuals (from floor nurses to executives) at the organizations you work with. You do start to feel like you are a part of the team that keeps the hospital(s) afloat and, in my experience, most employees of the organization see you that way. If you like solving new problems everyday and helping others learn in the process, you'll likely enjoy the TS role.
Cons
Epic as a company is wildly frustrating to work for. While they certainly have some lauded company policies (sabbatical, tuition reimbursement, computer loans, etc), they have many notoriously disliked ones as well. I spend many days not leaving my office, on video calls with analysts who all work remotely. As a TS, there is no reason I need to be in Verona to do my job, especially when it means sacrificing the ability to care for a loved one or pet when I need to. You could use one of your 6 yearly sick days or 5 yearly WFH days for this, but be careful! If you get covid and actually care about isolating for immunocompromised folks then you may have to use them all in one week. Or god forbid there's a few big winter storms in Wisconsin (shocker), then you may be making the decision between risking a car accident or using PTO to stay home. Epic's solution to this: they recommended some winter driving classes to employees... I've driven in snow my whole life, and still got stuck on the way home one afternoon when Epic didn't give us the OK to WFH. They also have a 2 week paid maternity leave policy. Horrendous, especially given the CEO and founder is a woman with children herself. She very much has the perspective of "I could do it, so you should too". On that note- new employees to Epic have to attend a 3 hour seminar taught by the CEO called "Corporate Philosophy". In my version of this seminar our CEO was asked a question about how she managed work/life balance. She responded with "I prefer to call it work/life integration". That's the general tone of this company. Pay is also handled in a super nebulous way. Managers sit in a room and submit rankings for all employees on your Role/App. These go to Payroll, who then determines the monetary amount you get in a raise. This seems on the surface to be not so bad, except for the fact that your manager is not allowed to tell you anything about what your rank was and why you were ranked the way you were. If you ask for any details, they'll just broadly refer to your quarterly as the source material. It does not bode confidence in the system being equitable, and certainly doesn't encourage growth as you never really know for sure what is being deemed most valuable, and thus where you should put your energy in order to influence your raise/bonus in the future. It's a constant guessing game that just leaves you continually burnt out, disappointed, and disillusioned.