Support.com – Why Work For Us?

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of cloud software and services for technology support. Our premium technology support programs help leading brands create new revenue streams and deepen customer relationships. Our cloud-based Nexus® Service Platform enables companies to resolve connected technology issues quickly, boost their support productivity, and dramatically improve their customer experience. Support.com is the choice of leading communications providers including 3 of the top 5 cable companies in North America, top retailers, and other leading brands in software and connected technology.

We enable our partners to create new revenue streams and deepen customer relationships by offering comprehensive technology service programs for consumers and small businesses. Our programs are offered via channel partners, which include leading communication providers, retailers, technology companies and others.

Our solution includes a cloud-based Nexus Service Platform, mobile and desktop apps, a scalable workforce of technology specialists and proven expertise in program design and execution. Our partners can leverage our Nexus Service Platform in a number of ways, either using our technology specialists or a labor pool of their own choosing. We bring programs to market under our partners’ brands with targeted sets of offerings designed to maximize revenue and deepen customer engagement through an overall positive customer experience.

We offer our partners a broad array of remote premium technology services to meet the current and future technology needs of their customers. Service programs available for consumer markets include computer and mobile device set-up, virus removal and wireless network set-up. Service programs available for small business markets include workstation set-up and support, network support, and proactive server monitoring and maintenance.

Support.com is an independent, publicly traded company that offers operating scale, financial strength and stability, and future vision that leading brands require.






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Elizabeth Cholawsky

President and Chief Executive Officer

Elizabeth Cholawsky joined Support.com as President and CEO in May 2014, and was elected a member of the board of directors in July 2014. She has over 20 years of experience as an executive in technology industries, and she is an award-winning product thought leader who has grown businesses through organic innovation and acquisitions. Most recently, she was GM and VP of IT Support and Access at Citrix. During her time at Citrix, she held executive positions in the Citrix SaaS division, with leadership roles spanning product management, general management, global client services and the contact center. In her time at Citrix SaaS, Elizabeth revitalized product development and client services, grew customer satisfaction and retention to their highest levels, and expanded key products to a broader market, all while continuing their uninterrupted streak of #1 in their markets for 5 consecutive years.
Elizabeth has been frequently recognized for her business leadership, including receipt of prestigious Stevie Awards in 2010, 2012 and 2013. Cholawsky has a PhD in Political Science from the University of Minnesota, and a BA (Phi Beta Kappa, with honors) from Franklin & Marshall College.She is a weekend triathlete and a volunteer with Exceeding Expectations, a non-profit that encourages at-risk children to move their lives in a positive direction using the sport of triathlon as the vehicle.



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Roop Lakkaraju

Executive Vice President, Chief Financial Officer and Chief Operating Officer



Roop joined Support.com as Executive Vice President, Chief Financial Officer and Chief Operating Officer in October 2013. Roop has over 20 years of experience in technology companies. Prior to joining Support.com, Roop served as Chief Financial Officer of Quantros, Inc., a cloud provider to advance healthcare quality and safety performance. Roop has also been Chief Financial Officer of 2Wire and has held various executive positions at Solectron and Safeguard Scientifics. Roop began his career in public accounting, first with Grant Thornton and then PricewaterhouseCoopers. Roop earned a BS in Business Administration with an emphasis in Accounting from San Jose State University.

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Shaun Donnelly

Senior Vice President, Sales and Business Development



Shaun leads partner account management and business development for Support.com. Shaun has over 15 years experience in technology companies including a background in telecommunications, wireless and software. Prior to joining Support.com, he served as the Chief Operating Officer of a rapidly growing IT services company focused on the small and medium businesses. Shaun also worked as an investment banker and has held business development and marketing positions at DSC Communications (acquired by Alcatel), Telica (acquired by Lucent Technologies) and Senitito Networks (acquired by Verso Technologies). Shaun served as a nuclear submarine officer in the Navy prior to entering the commercial sector. Shaun earned a BS in Engineering from the United States Naval Academy (with honors) and MS in Information Systems Management from The George Washington University.

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Greg Wrenn

Senior Vice President, Business Affairs, General Counsel & Secretary



As general counsel, Greg is responsible for the overall management of the company’s legal department. Previously Greg served as general counsel for Borland Software and Openwave Systems, deputy general counsel, international, at Yahoo!, and senior counsel at Adobe. He started his legal career as an associate at Perkins Coie in Seattle. Greg holds a BA from the University of Washington, and a JD from Boalt Hall School of Law, University of California, Berkeley.

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Amy Millard

Vice President, Marketing



Amy leads corporate marketing, product marketing and demand generation for Support.com. Amy has over 20 years of experience in software marketing, and has led marketing for leading global software and services companies. Prior to Support.com, Amy ran marketing at Hearsay Social, provider of cloud enterprise social media software for sales and marketing. Amy also managed world-wide marketing and demand generation for MarketTools, a provider of cloud software and services for customer experience and market research. Amy earned her BS in Electrical Engineering from Rice University and her MBA from Stanford University.

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Chris Koverman

Vice President, Engineering

Chris Koverman has over 20 years of experience in Engineering and Senior Management and joined Support.com as Vice President of Engineering and Operations in August, 2014. Prior to joining Support.com, Chris held numerous senior management positions including: Director of Engineering for the Workflow Cloud Line of Business at Citrix where he led development for the GoToAssist product line, VP Engineering at Casabi – a cloud content startup acquired by Broadsoft, Vice President of BusDev and Strategy for Dulance – maker of a next generation product search engine acquired by Google, and Vice President of Engineering at Clarent Communications Corp. Chris enjoys snowboarding, surfing, pretty much all other forms of exercise, playing the guitar, and spending time with his wife and 2 boys. Chris holds a BS in Biophysics from UC Berkeley and a BS in Computer and Information Science from UC Santa Cruz.
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Support the people that support technology… Join the Support.com team!


You understand the important role that technology plays in our lives. You enjoy working (and playing) in a winning corporate environment. You’re looking for more out of your career than just another job. You want a sense of pride in what you do. If this sounds like you then you’ve found the right place. Welcome to Support.com!

At Support.com you’ll work with confident leaders who have changed the way consumers and small businesses experience technology. As you grow with us, you’ll be inspired and challenged to be your best. Support.com acknowledges our employees for their achievements through ongoing employee development, competitive salaries and reward programs.

Whether you become part of our corporate or technology specialist team, choosing Support.com as your next employer will afford you the opportunity to be part of a team that develops new, innovative ways to help our customers and world-class partners. Each day, you’ll work in an atmosphere that enables you to fulfill both professional and personal goals.

Support.com, Inc. is an Equal Opportunity Employer.


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Support.com Reviews

279 Reviews
2.3
279 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
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Elizabeth Cholawsky
45 Ratings
  1. 3 people found this helpful  

    Good work from home tech call-center gig, some room to move up, bright future & good positioning in a growing tech world

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - PTE (Work From Home Tech) in Redwood City, CA
    Current Employee - PTE (Work From Home Tech) in Redwood City, CA

    I have been working at Support.com full-time (more than 5 years)

    Pros

    Working from home is extremely convenient, and most jobs here except the upper echelon of corporate management are work from home. If you work hard, care, and are positive, like any position, you can make your way up. If you come to just collect a pay check and leave, you will likely become frustrated working with computer illiterate customers. If you like customer service, that's really what this job is at its core. It's a customer service-oriented technology-based call center, it's not a work on hardware from your garage type job. They're flexible with school schedules, but don't expect that with second jobs. Schedules are based on performance-metrics, not seniority, and most schedules are NOT 9-5 M-F, so it takes some adjustment. Not having a commute and potentially being able to work shifts that are setup for other time zones however makes working a fairly normal shift possible. Health benefits are very good, there is holiday pay, but this is 24/7 call center so you work the days you are scheduled, regardless if it's a holiday or not.

    Cons

    The kitchen-view sometimes is a little disorganized with different levels of the company not always in sync. It's a fairly large company with lots of moving parts though and is and has to be very fluid with its business directions to keep afloat in complex industry, so its understandable. Moving up at this point in the company may be more difficult, but most people don't stick around 5+ years, so if you do, you'll probably find those opportunities eventually open, just not overnight. Pay could be better, particularly at the first management level. Basic tech pay is $10-14/hr, so it is entry level no doubt. Lots of different jobs open in the company, however, and those may offer some better pay. Like any industry, you need length of employment and experience to move up in salary. A lot of work is getting outsourced constantly and it puts pressure elsewhere on the company. There have been a few rounds of layoffs over the years, and one recent cut in pay for some, particularly when large contracts are not renewed, but I think the company is trying their best to avoid that in the future by diversifying more. It looks like it has a bright future, but, again like any other company, there is no 100% job security. Some small particular jobs have been cut too over the years and has always made me think twice about moving around, even moving into new and better positions. It's very easy to get (too) comfortable where you are, and that holds people back. You will get cabin fever, your vision will probably get worse staring at monitors all day, and you'll probably put on some weight. Be conscious of what you eat and how little exercise you might be getting. It might make you anti-social, so get out and off the computer when you're not at work. And don't treat chat rooms like teenage text conversations where you say whatever comes to your mind, otherwise you'll poison the work environment for you and others, and you'll quickly become highly cynical with distaste for what is otherwise a pretty likable job.

    Advice to ManagementAdvice

    Bump lower management salaries! Keep moving forward with on-going tech and leadership training. Your effort in the face of outsourcing opportunities to keep current employees on board is appreciated. If more focus is put on training techs on the customer-service side of things, they will far out-perform overseas techs based on customer satisfaction over the phone alone. This company and its subscriptions truly strive on that, so don't lose it!

    Recommends
    Positive Outlook
    Approves of CEO

Support.com Interviews

Updated Oct 22, 2014
Updated Oct 22, 2014

Interview Experience

Interview Experience

43%
22%
33%

Getting an Interview

Getting an Interview

84%
7%
5%

Interview Difficulty

2.2
Average

Interview Difficulty

Hard

Average

Easy
  1.  

    Remote Service Technician Interview

    Anonymous Employee
    Anonymous Employee
    Application Details

    I applied online. The process took 3 daysinterviewed at Support.com.

    Interview Details

    Passed an online skills test and was then scheduled for a phone interview the next day. The guy called and went over my computer specifications to see if it was fast enough. He then asked me would I be available 24/7, and I explained that it wouldn't be a problem since I only have school part-time. He stated again that I would have to be available 100% of the time, and then said I could apply again when I'm completely free, so I hung up. Why couldn't they have mentioned this before I applied?? And the other thing is that I've heard of other people being in school doing this simple job. Wtf.

    No Offer
    Negative Experience
    Easy Interview

Support.com Awards & Accolades

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Additional Info

Website www.support.com
Headquarters Redwood City, CA
Size 1000 to 5000 Employees
Founded 1997
Type Company - Public (SPRT)
Industry Information Technology
Revenue $50 to $100 million (USD) per year

Support.com wants to be a pillar of tech support. The company's Web-based support software proactively identifies and repairs hardware and software problems, reducing the need for technical support staffing. It also specializes in phone and Web support for a wide variety of technology issues related to computer security, data recovery, networking, file management, and software installation. Support.com serves consumers and small businesses, with its offerings available through its website and through partners such as retailers, broadband providers, and anti-virus software... More

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