Think Twice Before Joining - Anonymous employee SysAid Employee Review

$ Burnout is NOT a side effect — it’s THE model !!! - Always expect firefighting mode. Issues appear daily, and teams are expected to work around them creatively. - Words like “bug” are avoided, silently acknowledging the core product’s limitations. - Always pushed into promising fixes or offering “alternative solutions” that politely move the problem elsewhere. - Your ethical gymnastics may start early, if you enjoy that sort of thing. The sustained pressure, burnout, and lack of support had a serious impact on my mental health. Many others are affected as well, though speaking up is often discouraged under the “we have to be strong” / "cannot fail" culture. If you cannot handle the stress, the implicit message is to go elsewhere. At its worst, the work environment pushed me into a very dark emotional place. This should not be normalized in any workplace. $ Micromanagement disguised as discipline - Work is measured by presence, not outcomes. Overtime is common, unpaid, and quickly forgotten the next morning. Previous late nights do not buy flexibility or trust. A new day is a new reset, regardless of what you delivered before. $ Unrealistic targets, very realistic consequences - Workloads regularly exceed what fits into a normal workday. The expectation is simple: deliver anyway. Some managers try to reduce the pressure, and credit where due—but structurally, capacity planning is more aspirational than real. $ Feedback is welcomed (until it actually is) - The company does not meaningfully listen. Valuable, well-articulated feedback is often ignored or quietly punished. Raising concerns is less likely to lead to improvement and more likely to brand you as “not aligned.” - There is little drive to truly do things better. “Good enough” is good enough, as long as metrics look acceptable. Mediocrity is not a problem here; it is a strategy. $ Product reality vs. sales optimism - The UI has been modernized, which helps the brand survive in a competitive ITSM market. Underneath, the core remains largely unchanged—resulting in a modern-looking interface layered over legacy foundations. - The company focuses relentlessly on selling, selling, selling. Once a client is onboarded, good luck getting anything else done. Feature requests are slow or sidelined because limited resources are constantly firefighting issues with the legacy product. - Sometimes the gap between promise and delivery is not malicious; it’s a mix of communication breakdowns between development/product teams and sales. Of course, occasional optimistic “interpretations” of capabilities by sales happen—but in my opinion, that only happens once in a while. - Delivery and support teams inherit these gaps, and escalations usually matter only when a customer is very close to leaving. - Development often stops at MVP. Features are launched, celebrated, and then largely abandoned (AI is the exepection here). $ Organizational changes, always a surprise - Plans change frequently with little transparency. Layoffs and restructures often happen without internal communication. Employees usually hear about changes through colleagues or external contacts, which keeps things exciting in the worst possible way. $ How people exit - Employees are treated as interchangeable resources. Long tenure offers no protection. Terminations can be abrupt and impersonal, sometimes discovered indirectly through HR systems rather than a conversation. In several cases, departures are timed right after vacation, minimizing owed days and maximizing company “savings.” $ Internal mobility (or lack of it) - Internal promotions and role changes are not consistently communicated. This keeps people nicely contained in the same role, year after year, with limited visibility into opportunities. $ Advice to future candidates: If you are considering joining: - Expect burnout to be normalized - Expect feedback to be risky - Expect product gaps to be filled with personal effort - Expect uncertainty around growth and stability - Expect that the company’s top priority is selling, not building quality - If that sounds acceptable, proceed. If not, this review may save you some time.