metrics do change here all the time to worse and as a result support engineers work there for the quality assessment team and not for customers. Support Agents are overloaded here with a work which is not reflected in their metrics, however, the management requires higher results all the time. Common sense makes nothing here - if a quality team member decides you are failed for one-of-a-million not-really smart reasons you will get lower metrics and a chance to be fired, no matter how reasonable this "failure" was. It makes the job of a support agent here really stressed - you have no idea when you will be fired, today or in 2 weeks.
There are only 3 really overloaded managers for almost 80 support agents, so there is a really low chance to get valid feedback and guidance in a timely manner. All complaints and suggestions are not considered as "we do hire 1% of top global talents, so if you do not like the processes you do not fit this position".
There is no way to be promoted - as an L1 agent you have to be a top performer for a while. After it you need to go again through the whole hiring process again and if successfully, you will be prompted to work as an L2 agent but on L1 rate (x2 lower). And again you have to be a top-performer on this new position for several months, only after it they will consider increasing the salary to usual L2 rate.