Pros
Benefits and Pay: Pay is pretty good ($13/hr plus bonuses if you're working late or on weekends), and benefits are fantastic. Health insurance, life insurance, etc. are extremely competitive. They also have many side benefits, like academic scholarships if you're going to school, good bereavement leave, about 2 weeks/year PTO (added up by the hour, so you start getting it as soon as you start working there). They will also pay for you to get certificates if you're studying for stuff while working there. Upward mobility: There is a very clear path to promotion that doesn't require playing politics or anything. You just get the right stats and learn the policies of enough ISPs and you get a raise. Pretty simple. Leadership: Very humble and caring. They are willing to have fun and joke around with us (even at their own expense!), but they make a point to say in training that they will stop if you let them know you don't prefer it. They host regular meetings that everyone is invited to where you can give them feedback on what is going well and what you would like changed. They used to have a setup that made it hard to get help from them, but a few months ago they restructured things and now you can almost always get advice and help if you need it. Environment: Very relaxing. People joke around a lot, dress code is very comfortable, there are always special events like bowling, laser tag, movie nights, etc. I really like all of my coworkers and supervisors. When you're not on calls, they're fine with you doing whatever you want with your free time. Principles: They regularly hold potlucks where you can either bring food or pay for food. Everything that people pay for goes to charities that are nominated by employees and selected by vote. Last year we had an employee pass away, and they gave all the potluck proceeds to pay for his funeral expenses. The employees raised a record amount of money, which was then matched by the company. I think this is good proof that the company cares about its employees, and not just its bottom line.
Cons
The only cons of working at SecurityCoverage are the ones that come from working tech support in general. It's a customer-facing job, so you have to be ready to take some abuse. That said, the environment is relaxed and fun, so even if the call is stressful it's usually easy to calm back down after the call. The other frustrating thing is that the ISPs that SecurityCoverage does tech support for can have tools that really don't work well and can be frustrating to use. This is, of course, not something in SecurityCoverage's direct control, but they seem to do a good job of persuading the ISPs to fix their tools. Multiple ISPs have improved on their policies and tools after a visit from our leadership. I guess the only other thing I can change is the policy on sick days. You have to use PTO if you call in sick, so it can be kind of sad to mess up your vacation plans because you got sick unexpectedly. Sick days also reflect badly on your attendance, even if you have a doctor's note, so sick days can put you in a position where you are in danger of losing your job. I don't know what a good policy would be to prevent the abuse of sick days, but it's probably the thing that could be improved the most.