WinMagic

The nature of the support is absolutely interesting however the day to day expectations are unrealistic in delivery of proper support.  WinMagic has an excellent product however there is still many deficiencies which are frequently ignored partly due to lack of focus and prioritization towards improving process and procedures and services.  This results in impacting several facets of day to day operation.

- Although there is certain key players within the organization who try their best in helping organization to grow. Some leadership issues in higher management exist and it's clear that they're trying to fine their way to merge into a corporate culture but they're have a long road ahead.

Many deficiencies existed within the company and often go ignored in both development and support areas:

- Current onboard training is poor
- Handle times to assist customers are unrealistic so not possible to deliver proper support based on internal SLA.
- there is poor documentation on many levels.
- When customer complaints are initiated by a customer, there is a tendency to discipline or fire staff instead of addressing many of the underlying factors contributing to the complaints. 
- Management would rather ignore the logistical deficiencies and feel rather accomplished in having their staff reap the consequences instead.
- This results in a poisoned atmosphere and low morale.
- It's one of the very reasons why they cannot retain staff since they ignore root issues and this will continue to happen until management realizes the need for change.

I worked on the Support team. It has always been very small, but is currently only a shadow of what it formerly was. Some of the best and brightest have left as if the ship were sinking.

Support team staff are overworked, especially if there when one or more of the team is off or sick. Even more so now that some of the members of the team have left

Bad morale in support due to changes being made by their manager and his Trump-like management style, which is: 

Look good your base, (the higher ups), and blame everything on your staff !!!

Weekly emails berating the entire team and conducting witch-hunts are not going to fix things!

An exodus is already happening and leaving mostly newbies behind.
Considering that it takes at least a year and a half to two years to get even remotely knowledgeable in this product does not bode well for WinMagic's customers or future.

Their needs to be a better focus on on-boarding and training. Thirty days of video training and a few lab assignments will not cut it. There is no one dedicated in helping new staff members get up to speed after their training. They usually ignored by their team lead and have to rely on their colleagues for help.

The current state of the Technical Support Knowledge-base is not adequate and needs to be expanded. This will require someone to be dedicated to the task with assistance from the Dev and QA teams also.

Ideally, the workplace is where there's no boredom. It's busy, opportunties for learning new things abound, and people are friendly, laterally and vertically.

A typical day at work involves meetings, phone call, cosultations, collaboration and doing the nitty-gritty work. You learn how to use a new tool. Management is supportive and not intimidating. Co-workers are happy campers and positive. The hardest part of the work is getting buy-in from clients and management. The fun part is being on top of your responsibilities and getting a free lunch as a reward.

At Winmagic, I was allowed to utilize an open and transparent management style that both supports and challenges team members, the CEO has built and led cross-functional teams that exceed expectations. 
I enjoyed working with an effective executive team who understand and respond to key drivers of client/customer motivation with innovative, profit-driven solutions.

Good salary, average benefits. Can work from home as needed (such as during the pandemic). Team members always ready to help each other out when needed. Hardest thing is that product is always changing, have to keep on top of it. Also, proprietary software operating outside of Windows is tricky stuff to maintain/support. 

Worked as an automation developer, the team was great but the work environment was a bit clusters with unclear objectives. Also there were random meetings which took time out of the day for no good reason.

Amazing place to work at with great people, with lots of opportunity for growth, applying your skills, and learning new ones.

Winmagic was my first workplace here in Canada and teaches me a lot about technology and how to improve and use my skills to help users as well as company culture as there were always welcoming and friendly.

CEO is everything there. I can keep praising CEO. He is very friendly and you have to always keep him updated. If you are lucky to work in his project you can excel fast in position.

They do not believe in nor do they support quality assurance. Starts from the leadership. His word is law, and if he is not supportive, no one else will support you.

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