Working at Support.com | Glassdoor

Support.com Overview

www.support.com
Redwood City, CA
1001 to 5000 employees
1997
Company - Public (SPRT)
Information Technology
$50 to $100 million (USD) per year
Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud-based software and services to deliver next-generation technical support. Support.com helps leading brands in software, electronics, communications, retail, Internet of Things (IoT) and other connected technology ... Read more

Support.com – Why Work For Us?


Support.com, Inc. (NASDAQ: SPRT) is a leading provider of cloud-based software and services for technology support. We drive value for our customers in two ways:

  • Our Support.com® Cloud (formerly Nexus®) support optimization solution enables companies to boost agent productivity, dramatically improve the customer experience and more quickly resolve complex technology support issues for end users.
  • Our technology support services programs help leading brands in cable, retail, software and other connected technology industries create new revenue streams and deepen customer relationships.

Support.com Cloud software

Support.com Cloud is designed to function like a GPS for agents. Its easy-to-use interface makes it simple for support agents to launch Guided Paths® that walk them through the exact steps they need to solve even the knottiest end-user technical problems. Full-feature remote access to the user’s connected technology is built right in, and detailed data is gathered throughout the entire interaction, providing valuable insights to support center management and a feedback loop for the continual improvement of Guided Paths.

Technology Support Services

Our turnkey service for providing tech support to your end users on your behalf leverages our scalable workforce of technology specialists and proven expertise in program design and execution. Our agents take full advantage of our Support.com Cloud Agent Support software to deliver world-class service through both mobile and desktop apps. Customers can also opt to use a labor pool of their own choosing. We bring programs to market under our customers’ brands with targeted sets of offerings designed to maximize revenue and deepen customer engagement through an overall positive customer experience.

Service programs available for consumer markets include computer and mobile device set-up, virus removal and wireless network set-up. 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 the kind of vision and innovation that leading brands require.

- See more at: http://www.support.com/about-us/about-support-com/#sthash.QXZHQFDH.dpuf





Richard Bloom

Interim 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.

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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.

Dustin Oxborrow

Vice President, Sales



Dustin joined Support.com in January 2016 to lead SaaS sales and partnerships. Dustin brings nearly 20 years of experience in technology with over 10 years in SaaS. Prior to joining Support.com, Dustin served as Senior Director of Sales at BrightEdge Technologies, focusing on global and enterprise clients. Dustin also previously held the Head of Enterprise Sales role at Mindjet Corporation and Associate Director of Strategic Accounts at Verizon. He holds a BS in Business Leadership from University of San Francisco School of Business Management (with honors) and he has been awarded membership with the Alpha Sigma Nu International Honors Society. - See more at: http://www.support.com/about-us/leadership/#sthash.HbrkXUnR.dpuf

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Michelle Johnson

Vice President, General Counsel and Secretary



Michelle Johnson joined Support.com in July, 2015 as Vice President, General Counsel and Secretary. Michelle has more than 15 years of experience advising companies in Silicon Valley on a broad array of legal matters. For the previous seven years, Michelle was Managing Counsel in the Corporate, Securities and Acquisitions group at Oracle Corporation. She has also served as Associate General Counsel at Openwave Systems, Inc. (now Unwired Planet, Inc.). Michelle holds a J.D. from Golden Gate University School of Law and a B.A. from University of California, Davis.

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. - See more at: http://www.support.com/about-us/leadership/#sthash.HbrkXUnR.dpuf 



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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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Alex Poulos

Vice President, Marketing

Alex joined Support.com as VP of Marketing in June 2015, and is responsible for market strategy and execution to drive accelerated growth for the company. He brings close to 20 years of experience as a marketing and business leader in the software industry, particularly in the SaaS space, complemented by international marketing experience spanning Europe and Asia. Prior to Support.com, Alex was Chief Marketing Officer at NetDimensions, where he built the marketing organization to a global scale, led the company’s transition into becoming a SaaS provider, and increased brand awareness in a highly competitive market. Prior to NetDimensions, Alex worked for early-stage companies including the network mediation and billing vendor Narus (now a subsidiary of Boeing), as well as for established technology leaders such as Silicon Graphics, where he started his career. He holds an MS in Computer Science from the University of Rochester, New York, and an MBA from INSEAD.


 

 


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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.


Support.com Reviews

2.5
Star Star Star Star Star
Rating Trends Rating Trends
Recommend to a friend
Approve of CEO
Support.com Interim President & CEO Richard Bloom
Richard Bloom
15 Ratings
  • "One of the best training programs in the world"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Former Employee - Personal Technology Expert
    Former Employee - Personal Technology Expert
    No opinion of CEO

    I worked at Support.com full-time (Less than a year)

    Pros

    The tools are amazing and the training will turn you into a real pro!

    Cons

    Calls can be far more stressful and draining than tickets. They have some shady practices like installing a "scanner" on customer's computers that will essentially always say that they have a problem that needs fixing.

    Gimmicky packages like "tune-ups" that basically just involve changing a few irrelevant Internet Explorer settings were also sold for outrageous amounts.

    Advice to Management

    Drop the scams and gimmicks that're pulled on customers. And have some people be dedicated to the tickets rather than the calls - some people just can't handle the enormous stress of calls.

See All 638 Reviews

Support.com Interviews

Interview Experience

Interview Experience
52%
23%
24%

Getting an Interview

Getting an Interview
88%
3%
3%
1
1
0

Interview Difficulty

2.0
Average

Interview Difficulty

Hard

Average

Easy
  1.  

    Remote Services Technician Interview

    Anonymous Interview Candidate in Houston, TX
    No Offer
    Neutral Experience
    Easy Interview

    Application

    I applied online. I interviewed at Support.com (Houston, TX) in February 2017.

    Interview

    The link for the job was shared by my friend. I applied online for Remote Services Technician post. Made login and inserted including all educational and experience background. Once the information was submitted, there was a technical test which was related to simple basic computer knowledge and two flow diagrams which needed to be interpreted and answer the question and which was easy and they gave 23 minutes to complete it.

    When the technical test is passed, they gave you the option to selected the interview dates and time slots which suits you best and when it is done, interview is scheduled on phone. It takes hardly 45 minutes to complete the whole process.

    Finally after the interview is completed, he said I does not match the specifications they require but asked are you willing to upgrade if we hire you. And also continued We have all of the information we need at this time. You will be contacted regarding the next steps if you are moved forward in the process.

    Overall, interview went fine, the interviewer was very nice.

    Interview Questions

    • Why are you applying for online job?   Answer Question
    • Open notepad and write two websites, that check the speed of the internet and the specifications of your system.

      PS: A complete thorough test will be made of your system and later the interviewer also ask you to send him the screenshot of the specs.  
      Answer Question
    • Do you have any customer services experience?   Answer Question
    • He pretended to be a customer and asked me to respond his call. During mock call, he was having internet connection problem and I have to solve it.   Answer Question
    • Which software you use in daily life?   Answer Question
See All 185 Interviews

Support.com Awards & Accolades

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