Pros and cons, the company has steadily improved since 2016.
Pros
Individuals are given a lot of freedom to try different solutions and learn for themselves. Very knowledgeable and helpful team mates. Friendly people. Good pay for a support analyst role. Once I'd proved myself (after 2 years in the office), the company allowed me to work remotely full time. This is extremely rare for a support role (in my experience) and I feel very grateful for this. Other support staff also work remotely. Bonuses and pay rises are very consistent, I've had both every year since I started several years ago. The company is trying really hard to improve. CEO Mike Morini is clear and direct, no fluff from him.
Cons
Management are very hands-off on the day-to-day tasks that their team complete, which can result in a lot of responsibility (and product knowledge) resting in the hands of individual staff. Finding the person who knows about certain products (and has time to help/knowledge share) can be very challenging. A person with a 'go-getter' attitude may get very frustrated and demoralised. It's better to have a relaxed-but-dilligent attitude in this company (learnt from personal experience). Too many legacy solutions/lack of training on older products to support effectively. Lack of communication between teams (information/team silos).
