10y
Hi there,
Thank you for your thoughtful review. Before I dive into some of the specifics, let me first say that I think of our support team as anything BUT a call center--in fact, the chart showing how the support team has grown within the organization is my favorite stop on any tour I give of our Cambridge offices. I'm very proud we work at a company where our customers get remarkable people on the phone when they need it AND where every team in the company is clamoring to hire support engineers because they know our product and how to problem solve so effectively, so don't think I (or anyone else on our leadership team) takes that for granted. With regard to pay, we invested heavily a few years ago in the growth side of the equation so that we could really ensure that support engineers get the training they need to succeed not just in support but throughout the organization and their careers, so while as an entry level salary it may not seem compelling at face value, I think the upside far outweighs similar jobs at other companies. With that said, happy to chat with you about how we can solve for your perception on the respect side of the equation because it's something I care deeply about, so let me know if you'd like to connect offline there. In the meantime, thank you for all that you do--our customers' success and our company's growth are a direction reflection of your hard work and impact, so thank you! -Katie
