Let's break this down rating by rating:
Career Opportunities/Senior Management:
Management in the support department are going to block you from any meaningful career growth in order to keep you working in the support department. The senior management in Customer Support is in the position not out of merit but out of nepotism and being the first one in the department. They have no background in management at the scale of the company support org and it shows with lack of leadership at every level and promoting people not deserving of it who kiss out to them. The churn rate is crazy in his department!
Customer support is a dead end job at ecobee. There is not chance to get out so do NOT apply here if you are looking for any career growth to another position internally. The department will come up with every excuse in the book to block you and it will start with the probationary period excuse.
Compensation:
Better than call centers worse than market for other tech companies
Work life balance:
Work life balance is hell: You do NOT know you schedule until a month ahead of time and you could have a morning shift (starts 8am) following a night shift (ends 12am midnight) consecutively. Furthermore you are often NOT given 2 days in of your weekend, often only given ONE day to make this change. Don't even think about taking time during Christmas break or in the first 3 months at the company - They WILL dock your performance.
Culture and Values:
I honestly at some point when this all started they really wanted ecobee to be a great place to work. However reality has not been so kind. The support department is really treated as second class citizen of the company: Most people will look down on you, other will empathize how stuck you are in your situation. It doesn't help that you will not get the same benefits as everyone else when they get it. It also doesn't help that we are isolated from the rest of the company, during town-halls which we do not attend, during company event which we often miss and most importantly during business hours where we are on the other side of the building cramped in a call center like area where we have almost no interaction with the rest of the company.
Btw people at the lowest level has no say in anything. The only meaningful feedback I can provide is through this Glassdoor post. I am very disappointed in a company that had so much potential.
