Pluspunten
The company has extremely flexible work schedules, which makes it great for local college students. The low level managers recognized talent and promoted smart techs. This led to an efficient higher-level support team.
Minpunten
Upper level management moved support into a model of sales-support. There really has never been a worse idea than trying to upsell to angry people who don't feel like they got their money's worth from you in the first place. It's one thing to recognize the sales of techs when they were necessary to solve a problem, but letting go of techs who are good problem solvers who didn't meet a sales quota is a poor business decision. Ultimately, the quality of the support team suffered, and employee churn in the support department accelerated.