Pros
The product is amazing. It is a step above anything that claims to be similar. Growing company, with expanding prospects Good compensation Dedicated workforce. Some of the brightest people I have worked with in my career Employees believe in the product and the company, and support each other. Everyone wants to do better and make the product better. Employees want to do what is right for the customer. Management, including senior management, has their head on straight. Managers listen when you point out problems. Senior management has a vision for where they need to change, they value the people that support their product, and they listen to their employees. Privately held company can do the right thing and not just do what will make the stock rise this quarter.
Cons
Product is both broad and deep and is a lot to learn. Employees suffering from imposter syndrome is a common issue. You handle front line cases. Sometimes there is great pressure to resolve issues quickly. Nights and weekend work is usual - if you aren't supporting customers, you are catching up on what couldn't get done during working hours. Getting officially qualified to support the product is a long process.