Amber Road - (Support) Amber Road is a company that refuses to adjust | Glassdoor
  1. Helpful (2)

    "(Support) Amber Road is a company that refuses to adjust"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Amber Road full-time

    Pros

    - The pay was on the higher end of competitive - Team Members were highly knowledgeable about their subject matter

    Cons

    - The team had a "If it isn't completely broken, don't bother thinking about fixing it" mentality - The Engineering team, being based in India, did not have access to view or modify the client-side product due to information security reasons. This meant that another team had to implement changes and Support had to help Engineering see, via screenshare, if their created changes worked - Support team had a "Engineering will reject us anyways, so let's not ask them to fix these obviously broken tools" mentality - Leadership encouraged improvement, on the surface, but would immediately discount any idea put forward. It seemed as though they were just trying to check a box to say that "they tried". - If there was an inefficient process, attempting to modify that process for your work use was seen as "breaking uniformity" and resulted in a write up. - Management actively encouraged working extra hours. - The IT team (one person) was very difficult to work with. Would actively talk down to most members with a condescending tone. The team often believed it was easier to deal with having an issue than to work with the IT. - Training was "work with the tool until you understand it" with case-targeted training. This would normally be a very effective method of training, but there is very little to no documentation on the product. The documentation that does exist is out of date by multiple years. One training started out "I was going to train on x, but it seems that this doesn't work like that anymore." This training was 5 years old. Even without documentation, the information within the tool holds little meaning when it is not properly put into context. The final and biggest issue: - Every customer had a different version of the product. This, from a client side, is a wonderful thing as it allows the product to work to the greatest strengths of each client. From Engineering/Implementation/Support's side, it is an absolute nightmare. Since every client has a different version, each client's environment works completely differently than the next, meaning that creating documentation is near impossible as the same process would have to be written 20 different times. Since Engineering doesn't directly state every change made (as most do not), a minor change in an account is easy to miss and now one account works COMPLETELY differently than another account. Different software versions means that client A might have full functionality of tool X, but client B might see that tool as broken. Unfortunately, you can't fix client B's tool X because that would break client B's tool Y because they are 3 versions behind client A. Overall, AmberRoad runs a very old ship that keeps springing leaks. They continuously try to patch over it with tape (or in some cases pretend that a leak is something that is completely fine as long as they don't tell the passengers/customers). Eventually the leaks will catch up to them and the ship will be irreparable unless they take actions to improve processes soon.

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    Amber Road2019-01-03
  1. "Intern"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Inter in East Rutherford, NJ
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Amber Road for more than a year

    Pros

    Amazing company with an amazing culture.

    Cons

    No cons what-so-ever with working at such a great place.

    Amber Road2018-10-24
  2. "Dead beat company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Consultant 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Amber Road full-time for more than 3 years

    Pros

    None i could think of - may be the decent work life bal

    Cons

    The CEO was invisible, like a ghost. As if he was dead. Badly run and badly managed, the senior mgmt team was just waiting for the right offer and right time to sell and go. They have made their millions by selling to E2OPEN

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    Amber Road2019-08-28

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