- Fortinet's Czech TAC office doesn't provide any benefits provided by most Czech local employers like cafeteria, meal vouchers, MultiSport card
- Open space office environment with a lot of noise around and without some sound isolation between desks. It is hard to concentrate on technical cases due to noise and people speaking with the customers by phone around you in different languages. The office environment looks more like a call center. From 1st day of working didn't see that management make any steps to improve this situation.
- No significant improvement in salary in case of changing role within the company in some groups. One of the demotivating things in the company is that for some reason it is hard to get a higher salary if you change your position internally but there is no such kind of problem for candidates applied to the same positions externally
- No relaxation areas in the office like a game room or nap room or similar to spend some break in a calm and relax atmosphere
- Before the COVID19 pandemic, there were no options for the home office, and the perspective of this after the pandemic situation is still unclear
- Most TAC engineers and team managers don't interested in providing qualitative support for the customer due to the running for SLA numbers and reaching the bonus at the end of the month. L1 and L2 TAC engineers compete with each other to close more tickets and for being on the top3 list of top performers to get the bonus. As the result, some highly-skilled engineers are more interested in easy technical case hunting because complex cases take too much of their time for resolution and have a negative impact on the performance statistic
- Like it was mentioned before here on Glassdoor, the bonus system depends on some formula which is frequently changing without any discussion with employees and have a direct affect on employees
- There is no proper documented and implemented procedure of the technical case separation or assignment between different levels of support engineers. L2 engineers can take easy tickets while L1 could get complex ones and most of the time this affects the quality of the provided support. For some unknown reason L2 engineers can't escalate cases to L3 as a part of the normal operational flow due to some manager's decision and when you ask why this is happening you got the answer 'it is as it is'. The escalation can happen only if L3 management decides to move it. There is no such kind of behavior for teams in other TAC regions like North America
- Despite that, you will have the opportunity to learn new products on the security market you can't spend too much time learning and studying because most of your time is occupied by routine TAC work tasks. Even during company's technical training you can't fully focus on study and still need to handle your work tasks and the company can't or doesn't want to cover your time -> again 'it is as it is'
