A company that does not care about its employees - Technical Support Engineer Instructure Employee Review

-The first CEO change ruined the company and it was never the same again - Bunch of nepotism from the CEO hiring family members and previous work colleagues - Hired their previous colleague as a Support director and created a whole new Budapest office around this, After this the UK support team had no voice in the company, no manager able to support their needs or concerns, now of the support leadership cared about Uk Support in the slightest. The new support director brought even more nepotism into the company, giving special treatment to budapest agents: - Having budapest agents only work 2 chats at a time while the UK were working 4 chats at once. - Allowing agents to be offline more than UK team - Having the UK team responsible for queue coverage and any major issues. The same director tried to get me to move to budapest to help train up his new team, told me that I would receive a pay decrease to move out there and without any benefits such as covering moving costs or paying for my accommodation. I was also told that I would never be considered for an L2 role by my director. After 5 years of working as an L1 and taking on more and more tasks of an L2 role, for a few years I was covering L2 shifts whilst they were OOO, (whenever one agent took time off they would only have 2 L2s online in EMEA time) I was never offered any training to make me an L2 and keep senior agents in the company with all the knowledge they keep. When I got an interview after 4 years I was told secretly before anyone was interviewed from people involved in the process that they are not going to promote anyone from the UK and the position will only be going budapest as per the instructions from support leadership. The reduced the amount of hours you could work overtime during our busy period and you had to request to work overtime with a max amount of hours allowed. The reason they were able to reduce overtime is because they were hiring contracted agents to only work for a couple of months during the busy period, they also outsourced support to random companys in africa and asia, This of course reduced the quality of work being produced as the contracted agents did not have the experience or knowledge to provide good answers. After I left the company they let all the UK support go and from what I have heard from them the pay packets for this was below average and below the expectations you would have after working for a company for many years. Support as a department also is a hell hole, you work thousands of tickets during the busy period with barely any breaks as you would be back to back in chats or phones, when I started we took 6 chats at a time and during the weekend we would have to work 6 chats and a phone call at the same time to make sure we were meeting the coverage. Support does not get to join any social events during lunch or during the day like the rest of the office was able as we always had to make coverage. We would always be eating lunch whilst working on chats whilst the whole office would be all eating together. Even for the christmas party we would not be able to have coverage for the next day as we always had to work the weekends, most of the support team didnt go to the christmas party due to having to be at work at 7am the next day. Before covid the whole support team were told that they would not be invited back to the office and would be remote from then on. When they were discussing the move to a new office they did not mention anything about the support team not being invited back and support had to bring it up themselves to confirm. Plus follow up emails for every case done regardless if the case was solved in a call or chat you had to send them a email recapping what you spoke about. Would be really tendinous when you are in your busy periods and have had 50+ chats. Sub par pay for the role and requirements.