1. Incredible disconnect between management and workers. Technicians are burned out, have no PTO left, and are asked to constantly do more with less. 2. You are constantly forced to study for Salesforce certifications and use your one personal non-paid time outside work to study. 3. Constantly moving the goalposts. It doesn't matter how good you're doing, they perpetually understaff and over burden technicians, then gaslight you into doing more, and threaten to be in a Performance Improvement Program (PIP) to force you to stay non-paid extra hours. 4. Retaliation is commonplace. Frequently technicians are punished for speaking out or have their jobs threatened for trying to make things better. 5. Fragmented staff. Managers have one expectation, account executives have another, customers have another, technical account managers have another, support staff told another. 6. Pay discrepancies all over. They under pay newer technicians by up to 40%/25k for the exact same job by promoting people to a title they didn't apply for and that didn't exist, then won't tell them directly. Have to figure it out for yourself. 7. No clear path for growth. Training is atrocious. You have to do all of it on your own personal time and with no materials to study. The more people fail the certification exams the better for the business. 8. They laid off all of the QA staff in the middle of the pandemic and now use customers as QA for important functions, while relying on technical support to cover for the gross amount of issues they continuously push 9. Lack of accountability from senior management. They refuse to staff properly, they hide key information from clients during security events, and refuse to take any real action to make things better, if they even listen to you 10. They're currently in the process of outsourcing support to Hyderabad so they can underpay technicians even more. 11. Lost over 40 people in a year, and are not hiring/training leads so the group knowledge is getting thin. 12. No diversity. I would guess about 90%+ of the technical support team are straight white cisgender men. 13. A lot of upper manager harassments through Employee Relations personnel. Employee Relations personnel are not their to solve company conflicts but to warn Salesforce about people who are complaining about their harsh conditions and get them sacked ASAP by launching "investigations" against employees who complain. 14. You will work an average of 10-12 hours daily trying to solve cases from customers who got told false expectations. Your performance will rely on the mood the customer is that day. 15. Many mangers don't even have a college degree , so you can notice their lack of vision and flaws in their management style. 16. The Salesforce Lightning format does not work properly. It has a lot of bugs, so expect tons of angry customers reaching out to you for a miracle and prepare to listen to tons of complainants about a technology stuck in 2008.
