Great Company, poor culture CS/Support Department - - Tech Support Procore Technologies Employee Review

Procore as a company is great, (save some rampant nepotism the further up you go), but the CS, and more specifically, Support Department, have serious issues. I don't really know where to begin, but that's what I'll try to focus on. I guess I'll start to say that leadership, especially middle to lower management is absolutely terrible - but in an impotent and clicky sort of way. Generally speaking, they don't follow through on feedback (taking or providing), take serious concerns seriously, and can't seem to follow through on initiatives. For direct managers, they are basically glorified babysitters. Every week is a standup for the sake of standup, unless a product is released - which then turns into a powerpoint you just reference when it's relevant. Weekly 1x1's regarding performance or career goals do not produce anything of substance - I've worked under 4-5 and the playbook seems to be the same - unless you've made a mistake, it's mostly a 15m "how's it going" session. Most of them do not do much to advocate for you, (as they would insist you to believe) and are really just there to make sure you do your job and are not tanking your (more importantly, the "team's") metrics. Speaking of teams, there are no teams. You do all of your work as an IC that interacts with hundreds of other people - your "team" is just who you report to. For upper/middle managers, you are often the biggest problem. I can't be bothered to write a novel, but I'll try to bulletpoint some grievances; - You promote heavily based on popularity and who can virtue-signal and cheerlead, not on merit. I've seen the most ill-equipped employees get put into incredibly demanding, technical, and even management positions. These people that do move upward despite being less qualified or experienced than others, tend to share a common denominator that might be something as simple as posting happy birthday messages in group chats, or just telling everyone a good job once in awhile. While being supportive of your coworkers is great, it shouldn't be so heavily, and so very often, weighted more than mastery and experience. The worst is when you see under-performers somehow make the leap. This has to stop - your support team is the foundation that allows your clients to actually use your software - if they aren't in good hands neither are your clients. - You do not follow through with new initiatives. It seems like every few months something new starts, surveys/focus groups are done, and nothing comes of it. I honestly don't know what you do during the day. I do know something you don't do however; - You do not take serious problems seriously. While working at Procore, I've had a serious private and personal information made public on a gcalendar event due to laziness. Nothing came of it. I've worked through numerous short staffed red-alert-incidents with the platform while short staffed on a holiday or weekend. No one could be bothered to help triage it. And I've personally experienced direct, unacceptable, bias in a job interview - made known to, and confirmed by, my manager's manager (who was part of the interview process). I'll let you the reader guess if anything at all came of it. *Spoiler*! - one very disenfranchised employee, among many, who didn't feel very motivated afterwards to do more than the bare minimum, and didn't stay at the company much longer after. There is so much more I could write, but I hope this gives some general guidance for people as for what they might expect unless things have changed.