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Barracuda Networks Claimed Company
Barracuda Networks, Inc. is a company providing security, networking, and storage products based on network appliances and cloud services. The company's security products include products for protection against email, web surfing, web hackers, and instant messaging threats such as spam, spyware, trojans, and viruses.
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Barracuda was once a great starting point for my career. I had prospects to learn and opportunities to excel. Now the culture has shifted with the restructuring to an overbearing and oppressive burden to carry. What were once learning opportunities are now closed doors. Excelling has become the base
Briefly describe your overall experience at your company
I want to feel confident in my position and career at the company, but far too often, changes are being implemented that threaten to disrupt and remove me from the company. I feel used, under appreciated, under compensated, and abused in my position.
What does the leadership team need to get better at?
Clear communication regarding changes to the roles and expectations of my position
What is most positive about the culture and environment at your company?
The support I receive from my coworkers to continuously deal with the issues we have to deal with
What are some of the best things about your team?
Team members directly around me on support work together amidst the changes and pain points created by upper management
Why do you feel undervalued and what would make you feel better about your compensation?
My case load and expectations in support have doubled, but my pay has not been updated and raises or promotions are currently being held
What are some of the best things about your team?
The Alpharetta support team excels at identifying the strengths of the individuals. Until the recent changes to case distribution, we utilized individual strengths as a team to provide cohesive information to the customers. The current changes have made escalations impossible and divided the team.
What is most positive about the culture and environment at your company?
The direct interactions with coworkers. The bonds formed between direct coworkers on the support team are the sole surviving thread keeping me at this company. Many changes to the company culture and how support is being organized have disenfranchised my future at the company.
What does the leadership team need to get better at?
Clear and purposeful communication. Both sending and receiving. Our grievances at the support level are not being heard or accounted for regarding the case distribution changes. The higher-tier techs are being asked to take on more menial work unfit for the caliber of knowledge they possess.
What's going wrong and how can it be improved?
There appears to exist a disconnect between the intention and implementation of the current restructuring of the support team. Asking the experienced and veteran employees to handle the bulk of the phone calls and cases has left new employees without the proper channels to get assistance and learn.
What's going wrong and how can it be improved?
The changes to our workflow have not been adequately communicated. We are being treated as a call center and metrics are being heavily pushed while the quality of our work suffers. Our team is working disproportionately. While some are struggling to find cases, others are drowning without support.
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