I work for a software company that makes custom software for corporate clients as well as providing web hosting and email.
My background is in software development in a business environment, specifically using Visual Studio .NET and SQL Server.
I should be happy in this job but I am not, for the following reasons.
[ol]
[li]This company is small - it’s just the boss and myself. My boss works permanently on a large customer’s site, and I work on another customer’s site.[/li]
[li]The business phone is diverted to my mobile phone. This means that I handle all support calls 24/7. Most of the support calls are due to problems sending / receiving email or problems with web hosting. I do not have enough knowledge to deal with these problems effectively and since my boss is always working on a customer site he is not able to provide me with adequate training. To make matters worse his attitude to customer support is poor. He sometimes tells me to ignore a particular customer support request. But it’s me who has to deal with increasingly angry customers on the phone, not him. And it’s just not in my nature to just ignore customers. Being a small business with a small customer base means that some days we get no support calls. But other days we can have 6 or 7. I know that even 6 or 7 support calls in a day isn’t much, but when you consider that my main job is software development and that I don’t know how to handle the support requests it becomes a major problem. I have not been able to pick up how to deal with the support problems on the job either. Most of the email problems do not seem to have any cause. I email my boss when I get a support call. He will either ignore my email or tell me which server to check. But there is never anything wrong on the server. His next piece of advice is for me to tell the customer that there is nothing wrong and “it’s not our problem”. I will not tell a customer that. The next day the email problem will have resolved itself. Until next time. Some of our customers have this happen every few days. A good example is a customer whose web site search feature does not work properly. My boss wants me to ignore this support request. How does that work? Do I now have to look at the incoming number on my phone to avoid taking a call from this customer?[/li]
[li]Writing software requires a lot of concentration. When I get involved with support calls that I cannot handle my concentration is gone. I feel agitated and even depressed for the rest of the day. My productivity as a programmer is greatly reduced as a result.[/li]
[li]The software I am working on at the client’s site is complicated. I am making enhancements to existing software systems that incorporate a Windows desktop application, a website, a web service, and a Windows service. The code is well structured into tiers and classes, but these classes are riddled with old commented out code. In some cases there are more lines of commented code in a class than live code. To make matters worse some dumb things have been done that make the software unreliable. For example, many functions contain error handling in which the error handler does nothing. It does not display or log an error message, it does not allow the exception to bubble up to the calling function, but it does allow the function to return a value of True (success). So in other words the existing source code is a nightmare and apart from a couple of half hour meetings with my boss each week I am completely on my own.[/li]
[li]Deadlines were set for each development task. I have missed all of them by a long way. In the full year I have been here I have not delivered any of the four software upgrades scheduled. The customer is not happy.[/li]
[li]To try and make headway with the software development I have been working extra time on weekends. This job has taken over my life.[/li][/ol]
My family tell me that I should look for another job and then just resign. But how do I look for another job when I am at work all the time? Also, I actually like my boss and can see that he is busy on his customer site, and that is why I get little help. And I worry that if I leave I could ruin his business - he would lose all of his staff (i.e. me).
I know not what to do, but this cannot go on for another year. It’s not good to feel like a failure.