Pluspunten
Opportunities to learn something new is incredible. Everyday the interaction with customers brought forth new insight into the product and what it can do. The product also required a broad spectrum of Windows and Linux OS knowledge. Knowing databases, such as Microsoft's SQL or Oracle, is a great benefit. But if you want to learn a lot and be part of a growing industry, this may work for you.
Minpunten
Extreme pressure to meet the numbers instead of the original statement to "do what it takes to make or keep the customer happy." Although you may have no experience in a certain aspect of the product and request assistance from another support engineer, managment insists you "take ownership" and continue helping the customer. The customer picks up quickly that you lack the knowledge to properly help, the customer then asks for someone who can help, but you have to answer that someone will get back to them later which can cause a loss in integrity. And learning on the spot in this manner can quickly burn out the employee.