Pros
Versatile support environment. Challenging and educational environment. You can be exposed to a wide array of products and solutions.
Kontras
Training and ongoing education is a joke at best. New hire training for some products consist of a sales-y powerpoint that explains nothing about the product or its nuts and bolts. Unreported layoffs and downsizing in recent months. Middle to upper management do not have a clue what front-line managers are doing in affiliate offices. A manager in an affiliate office was known to be sexually, verbally, and physically harassing and abusive to his employees, and was reported to several of his direct managers. The response from upper management was to stick their heads in the sand, pretend that the problem did not exist. Management does not have a true Open Door policy and will actively gossip about fellow managers and employees and going so far as to joke that "there is no such thing as a real Open Door" in any organization. When Dell Ethics became involved, fired several senior resources that had reported these issues to management, including the acting technical lead for the affiliate site. Although that manager was let go a few weeks later, the damage was done, as the onsite lead was no longer there and moral took a serious hit.