Working at Support.com | Glassdoor

Support.com Overview

Sunnyvale, CA
1001 to 5000 employees
1997
Company - Public (SPRT)
Computer Hardware & Software
$50 to $100 million (USD) per year
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of tech support and turnkey support center services, the maker of Support.com® Cloud software and services, and the producer of SUPERAntiSpyware® anti-malware products. Support.com’s services and ... Read more

Support.com – Why Work For Us?


Support.com is a full-spectrum leader in technical support solutions for businesses and consumers. With more than 20 years serving well-known brands, we have the expertise, tools, and software solutions to troubleshoot and maintain PCs and Macs, iOS and Android, and all the devices in the connected home — including home automation systems, home theaters, wearables, gaming systems, and even drones.

Call center outsourcing

Our US-based workforce supports major brands you work with every day, helping them grow revenue, reduce costs, and delight their customers.

Our call center technical support services include presale and post-sale support. We deliver high-quality, turnkey solutions that bring programs to market under our customer’s brands. We excel at outsourcing customized solutions for businesses large and small, with a variety of pricing models to handle a wide range of requirements.

With our skilled workforce of expert, US-based tech support agents, signature self-service solutions, smart mobile support tools, and proven leadership in program design and execution, our clients:

  • Boost customer satisfaction scores to industry-leading levels
  • Deliver more value with products and warranty programs
  • Scale rapidly to add new products and services to their portfolio
  • Create new revenue streams by offering paid support to customers
  • Drive higher conversion rates with Support.com experts handling presale support

 

Cloud-based software

Our call center services are powered by our own cloud-based technical support software tools that integrate with each other and our clients’ systems, such as CRM or ticketing apps, and other call center solutions. Support.com Cloud software and its sub-components are also licensed independently.

With Support.com Cloud, agents can see the whole picture and solve problems without tedious, repetitive questions. Customers can go to the web or use their mobile devices to get guided self-service or talk with agents by phone or chat. They can also show agents what they’re seeing by sharing photos or real-time videos using their mobile device camera. Rich analytics report on the complete customer experience in order to drive ongoing call center services innovation and deliver exceptional business outcomes.

Support.com’s signature Guided Paths® solution and experience-tested content library are the backbone of live agent and self-service solutions. Guided Paths turns the content library into step-by-step intelligence that increases first-contact resolution rates and delights customers. Using branching logic and dynamic decision points, it captures real-world best practices for simple to complex tasks — ensuring consistent delivery of the best, most efficient answers. The off-the-shelf content library includes guidance for over 10,000 devices and common problems, and we work with clients to build and customize content for their business.

 

Technical support

Support.com’s dedicated teams of US- and Philippine-based agents are available to help individuals and small businesses 24/7, 365 days a year by phone. They assist with installing, maintaining, and troubleshooting PCs and Macs, iOS and Android devices, and all the devices in the connected home.

Support.com’s subsidiary, RightHand IT, located in Louisville, Colorado, specializes in long-term management of IT infrastructure for local clients. RightHand IT provides day-to-day management of technology for small business, including computers, servers, routers, mobile devices, telephony, security, backup, and license management, plus helpdesk support for clients.

 

Desktop software

Support.com’s SUPERAntiSpyware desktop software provides advanced scanning, detection, and removal tools to protect PCs from millions of malicious threats from malware, spyware, ransomware, trojans, keyloggers, and more. It’s the ideal complement to antivirus software, keeping PCs running smoothly.



More about Support.com

Support.com is a US-based corporation, headquartered in Sunnyvale, CA. Its stock is traded on the NASDAQ under the symbol SPRT. Learn more about Support.com’s leadership team.

Richard Bloom

President and Chief Executive Officer

Richard Bloom, age 48, has served as a director of NexCore Group, LLC (formerly NexCore Healthcare Capital Corporation), a healthcare real estate developer and property manager, since December 2010. He has also served as a director of GlideRite Corporation, an equipment repair and maintenance service provider to large national retailers, since June 2009. Additionally, he served as Executive Chairman of Arcata LLC (formerly MyPrint Corp), a marketing execution services company, from 2009 through October 2011.

Mr. Bloom served as President and Chief Operating Officer of Renaissance Acquisition Corporation, a publicly traded special purpose acquisition company, from the date of their initial public offering in 2007 until 2009. Mr. Bloom served as the Chief Executive Officer of Caswell Massey (“Caswell Massey”), a personal care consumer product company, from 2006 to 2007, and as a director and Vice Chairman of Caswell Massey from 2003 to 2007. From 1999 to 2006, Mr. Bloom served in various positions at Marietta Corporation (“Marietta Corporation”), a maker and marketer of personal care and household products, most recently as its Chief Executive Officer and President. Mr. Bloom also served as a director of Marietta Holding Corporation, the successor entity to Marietta Corporation, from 2004 to 2007, and as a director and President of BFMA Holding Corporation, which owned and operated Marietta Corporation, from 1996 to 2004. Mr. Bloom also served as a director of AmeriQual Group, LLC, the largest producer and supplier of meals ready-to-eat to the United States military, from 2005 to 2007.

Mr. Bloom earned a BS summa cum laude in Economic Science from The Wharton School, University of Pennsylvania.

 

 

Renée Soulliard

Chief Marketing Officer

Renée is responsible for Support.com’s go-to-market strategy, product marketing, and communications, as well as the management of the consumer software business.

Renée brings more than two decades of experience in product marketing, omnichannel marketing, brand development, and business operations. Renée is passionate about delighting and empowering customers and believes that unwavering customer centricity is the key to marketing success.

Renée was previously the Chief Marketing Officer of Quad Learning, a venture-backed education start-up, where she led all marketing domestically and internationally. Prior to that, she co-led AOL’s Paid Services Division as SVP, Marketing, and GM of New Subscription Services, and was Vice President, Marketing at Capital One’s U.S. Card Division. She also held senior roles at Philips Consumer Electronics (General Manager, Consumer Direct), and 1800flowers.com (Vice President, Digital Marketing), and was a Principal at Mercer Management Consulting (now Oliver Wyman).

Renée holds an MBA from Harvard Business School and a B.S. in Economics from the Wharton Business School.

 

 

 

Pat Clements

Vice President, Corporate Controller

 

Pat Clements joined Support.com in 2017 as Vice President, Corporate Controller and is responsible for all financial activities of the Company. Pat has over 25 years of finance management experience, primarily with technology companies in the Silicon Valley. Most recently, he spent nearly 8 years at Omnicell, Inc., a provider of medication and supply management solutions to healthcare systems, including 5 years as Corporate Controller and 3 years on an ex-patriot assignment in the UK. In his leisure time he enjoys golf, college and professional sports, cooking and travelling as well as spending time with his family.

Pat is a CPA and earned his BS at San Francisco State University.

 

 

Eric Hagen

Vice President of Contact Center Operations

 

Eric has been with Support.com since 2013. As Vice President, Contact Center Operations, he has overall operational performance responsibility of the company’s service delivery teams consisting of over 2,000 work from home agents and support personnel, located throughout the United States, Canada and the Philippines.

Eric has a demonstrated record of success as a contact center executive with over two decades of multifunctional experience leading effective business strategy, operations performance, and employee development to deliver a best-in-class customer experience within complex organizations.

Prior to joining Support.com, Eric was with Alorica where he led their centralized workforce management team supporting 22,000 agents. Previously, he served in roles such as Site Director, Director of Quality Improvement, and Director of Workforce Management at Sitel.

Eric holds a B.S. in Sociology and an MBA, both from North Dakota State University. He is also certified as a black belt in six sigma.


 

 

Charles Myers

Vice President of Product Management and Engineering

 

Charles Myers is responsible for product management and engineering at Support.com, managing a distributed team of engineers, product managers, and user experience designers who build great technical support experiences for consumers — and the agents who work with them. Half the team is located in Sunnyvale, California, while the rest of the team is distributed throughout the US and the world.

Prior to joining the Support.com team in 2016, Charles was a product management consultant and trainer with the 280 Group, and Director of Technical Marketing at Adobe — where he helped grow Adobe’s server software business from $3M to $300M annual revenue. He has over 40 years’ experience in product development, product management, and technical marketing, and uses agile methodologies with customer-centric thinking to build winning, and long-lasting, products.

Charles earned a Bachelor of Science, summa cum laude, in Electrical Engineering from Purdue University. For more information, see https://www.linkedin.com/in/cmyers4

 

 


 

Emily Rickman

Vice President, Services Sales and Account Management

Emily is responsible for Support.com Services customer relationships and new business development, as well as Services programs, products, and go-to-market strategies. She joined the company in 2010 and has more than 15 years of experience in sales strategy development and execution for online technology services. Prior to joining Support.com, Emily led sales strategy for Circuit City’s extended warranty offerings and drove innovation for a $550MM portfolio. During her tenure, she designed and launched the industry’s first national accidental damage warranty program, and received top honors from the chairman of the board, including a Leaders of Distinction award. Prior to Circuit City, Emily was a management consultant for Cap Gemini Ernst & Young in their Energy practice. Emily is an avid reader and enjoys exploring new recipes and wines, traveling, and biking with her husband and two boys. She holds a Bachelor of Science degree, cum laude, in International Business from Trinity University.

 

 

 

Olivia Mirzoyev

General Counsel

 

 Olivia is passionate about helping top technology companies grow, meet their objectives, and solve complex problems across a spectrum of legal issues. Her practice has focused, among other areas, on drafting, negotiating and closing complex commercial and strategic transactions, advising on emerging technologies and global products, and overseeing the favorable conclusion of significant litigation. Olivia provides practical and timely advice on business, compliance, regulatory and policy matters. Olivia joins Support.com most recently from Sigma Designs, Inc., a publicly traded semiconductor company based out of Fremont, California where she served as the first General Counsel. She also held roles at Marvell Semiconductor, Inc., and the California Court of Appeal for the 3rd District. Olivia graduated summa cum laude from the University of San Francisco with a B.A. in Philosophy, Politics and Legal, and holds a J.D. from the University of the Pacific, McGeorge School of Law. She is an avid traveler, reader and art-lover, and currently spends her off-time volunteering at various non-profit organizations in San Francisco.

  

 

 

 

Kevin Ruthen

Chief Technology Officer

Kevin Ruthen is the Chief Technology Officer who is responsible for product, engineering, information technology, hosting and critical systems. He is focused on spearheading innovation and growth strategies for internal, enterprise-customer, SMB and consumer use, harnessing his extensive experience in digital transformation and delivery excellence. Kevin is a technology thought leader who is passionate on providing a stellar tech support experience for all customers.

Previously, Kevin served as Head of Technology for the American Institute of Physics Publishing, and prior to that was a Global Managing Director for Unisys. Over the course of his career, Kevin also held several senior technology positions at PriceWaterhouse Coopers Consulting, IBM Global Services, and Prudential Securities.

Kevin holds a Masters of Science in Information Resource Management and a Bachelor of Arts in Information Management from Syracuse University.

undefined


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.


Support.com Reviews

2.4
StarStarStarStarStar
Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
Support.com Interim President & CEO Richard Bloom
Richard Bloom
174 Ratings
  • Featured Review

    Helpful (4)

    "Love working from home."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Supervisor in Corpus Christi, TX
    Current Employee - Supervisor in Corpus Christi, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Support.com full-time (More than a year)

    Pros

    This is my first work at home position and I love it. Promotion for within as long as you are willing to go for it. Learn what you can learn as they are always willing to help you, but you have to want it There are pay for performance and if you are willing to perform you will make extra pay for that great performance. 401K, Medical, Dental, Vision. All the bells and whistles you could ask for.

    Cons

    You will always have ups and downs in any company. What matters is what do you make if it? What can you learn from these ups and downs and are you willing to stick with the company when they go through the downs. It is what you make of it!

    Advice to Management

    Knowledge is the key to successful employees. 😀

See All 971 Reviews

Support.com Photos

Support.com photo of: sdc
Support.com photo of: Technology
Support.com photo of: work from home
Support.com photo of: SDC Headquarters
Support.com photo of: home office
Support.com photo of: Visitor Entrance
See All PhotosSee All

Support.com Interviews

Experience

Experience
56%
23%
21%

Getting an Interview

Getting an Interview
91%
3%
3%
1
1
1

Difficulty

2.0
Average

Difficulty

Hard
Average
Easy
  1. Featured Interview

     

    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. I interviewed at Support.com.

    Interview

    The interview process required a computer test and a video interview. The computer test was not difficult for a person with adequate computer skills. The interview was nice and easy to talk to. The interview process was fast and hired me immediately.

    Interview Questions

    • They asked why I would like to work for their company as an RST   1 Answer
See All 254 Interviews

Support.com Awards & Accolades

Let us know if we're missing any workplace or industry recognition – Add Awards

Work at Support.com? Share Your Experiences

Support.com
  • Star
  • Star
  • Star
  • Star
  • Star
 
Click to Rate
or