Pros
You can tell a lot about a company by the way they handle customer support. Here, the support team isn't pushed behind the curtain getting few resources - you'll be front and center and have the ability to collaborate with other teams and take on additional responsibility if you choose. The role is also very hands-on, you won't be just handling simple incidents, you'll be able to dig into a myriad of technical issues and learn so much along the way. The way support is structured allows you to profoundly impact each customer's experience, which I also really enjoyed. The team is very supportive... Benefits & company culture are great too. - Great team and culture - Leadership that cares and communicates - Ability to take on additional responsibility as support - Room for advancement - Company is here to stay
Cons
Not really a con, just a heads up about scheduling. This may change, but as of now, you may have to periodically work an overnight shift. There are team members who prefer nights, but that was really the only adjustment I had to make during my time at Linode. The schedule didn't last too long though and I was on days for the rest of the year after that one. Scheduling is just one of the bi-products of 24/7 support, but they balance things across the team fairly well. In my experience, you can make the flexibility work for you though, like being able to shop at an empty grocery store since you have Tuesday off lol