Management lacks visibility into day-to-day operations and frequently makes abrupt, contradictory changes. One day you're told to follow up with customers after 24 hours, the next day you're told not to. These shifts happen without documentation or warning—and questioning them is a fast track out the door.
Expectations are fluid and often unreasonable. Even as a Tier 3 technician, you're expected to juggle Tier 1 and Tier 2 workloads on top of complex escalations.
The culture prioritizes billable time over team morale, quality of service, or sustainable workload. If a task takes a moment to complete or you're between calls, you’ll be questioned about whether you're "doing enough"—regardless of how packed your calendar is.
Turnover is alarmingly high. In just over three months, nine people left—some fired without warning, others burned out and quit.
Raises concerns if you value stability, structure, or the ability to voice professional concerns without retaliation.
