The culture in the support organization is very toxic and these are the reasons.
1/ It is a nickel and dime shop. What they care about daily is metrics and productivity. They don’t care about people or work life balance and completely lack vision and strategy in improving customer experience. Everything is reactive. This is a reflection of the senior leadership team and engineering (as support is part of engineering)
2/ They are way behind in creating tools and AI in support. They have no clear strategy because they chase their own tail in operations.
3/ Engineers stay only because of the options and good salary. It would be never be because of poeple at the leadership level who cook stories and want to always look good with HR on the sidelines doing nothing.
