231 Employee Reviews (View Most Recent)

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2 people found this helpful  

Support Engineer

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Current Employee - Technical Support
Current Employee - Technical Support

I have been working at Websense full-time for more than 5 years

Pros

This place has a lot of technology and the fast pace will keep you learning more and more. Great product but really needs to have the bugs worked out

Cons

Lack of employees, the support center is so short of staff its a surprise their still afloat. Management needs to come off their mentality and hire, hire, hire. Give the customers the support they pay for and deserve. Also re-look at the pay. New techs come in making ALOT more then seasoned techs keeping the place afloat.

Advice to ManagementAdvice

Hire, short staffed and overtime was cut keeping us from doing our job which is SERVING THE CUSTOMERS!!!!!

Doesn't Recommend
Negative Outlook
No opinion of CEO

Other Reviews for Websense

  1. 3 people found this helpful  

    Technical Support Analyst

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Technical Support Engineer  in  San Diego, CA
    Current Employee - Technical Support Engineer in San Diego, CA

    I have been working at Websense full-time for more than 3 years

    Pros

    Free donuts and bagels once a week.

    Friendly co-workers considering the amount of stress and problems that exists in the support department.

    Cons

    The Technical Support workforce is severely understaffed. The tenured techs receive no form of compensation for their dedication or hard work outside of an email that is sent out recognizing the amount of time they have spent with the company, which only happens once you've been there half a decade.

    As an engineer you are held to completely unrealistic expectations in regards to work load and are constantly receiving the worst end of the stick from customers who don't understand how severely understaffed the workforce is.

    The management in Technical Support is literally useless. They have no means, methods, or desire to assist their subordinates in any way. There is no interaction outside of a weekly team meeting which consists of the most redundant useless information you could imagine. They fail to prioritize anything correctly and never back up or assist engineers in any way, constantly shrugging work and responsibility with complete apparent disdain to any and all problems.

    A quarterly bonus that was promised and rightfully earned was disregarded and not issued due to a clerical error, but the company still refused to own up to the error and compensate those who had earned their bonuses.

    Advice to ManagementAdvice

    Instead of hiring on brand new engineers who have never even touched Websense software before at higher salary and position, you should look to satisfy the needs of the techs who have been keeping the support department afloat with their sheer knowledge and dedication to the product and company.

    Cut the fat in middle management. There are far too many support managers that do far too little and it is painfully obvious to the engineers that work under them. These managers berate their technicians with unrealistic expectations in regards to how they provide support while at the same time tying their hands to do anything properly.

    Find managers that actually know how to run teams in an engaged and positive way. The managers in support currently separate themselves from engineers in every way possible. They lock themselves in their offices with the door shut, have their IM status as DND or Busy constantly, and are never available to help you with anything. A typical response to a cry for help is to ask someone else.

    Revamp review standards. Management has openly recognized that we are severely understaffed and overworked, yet when review time comes around management always feeds the engineers a completely different line about why a raise or promotion is not available. Most have figured out already that if you want a promotion or a raise you have to threaten to quit or have another job offer in hand, which some middle management has done to get to where they are currently. This is no way for a company to operate.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  2. 1 person found this helpful  

    Support Analyst

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Analyst  in  San Diego, CA
    Former Employee - Technical Support Analyst in San Diego, CA

    I worked at Websense full-time for more than a year

    Pros

    Good place early in your career.
    Exposure to lots of technology.
    Flexible schedules.

    Cons

    Non-competitive product.
    Languishing incomplete customer installations.
    Success metrics not tied into actual work load.

    Advice to ManagementAdvice

    Redo the metrics.
    Allocate resources to fix the long term incomplete installations.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
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