Former CA Support, now Stay at BRDCM and dealing with Enterprise customers. It is really more or less like this.
Strategic customers are given the red carpet (not too much anyway, as development and support were reduced around 20% already and the remaining split approximately half and half between Strategic and Enterprise customers), and for the Enterprise ones we are just doing contention.
If you find a bug for an Enterprise customer, for instance, there is no way it will be addressed via hotfix, or to get help from development unless it is a production down situation, and even then after moving through a lot of red tape. Theoretically you can have bugs reported after following long and winding roads to development, but in practice this rarely happens. In day to day cases, you can't give customers any help beyond break-fix for regular cases, and that as far as it does not imply anything related to configuration, upgrade, etc. Support based on templates and immediate closure of issues.
The point gets as far as making all Enterprise Support engineers depenendent on... Sales, whereas the Strategic ones continue in the ESD.
Strategic customer engineers have a hell of work, as they must cover almost everything and treat customers with silk gloves, but the situation is not better for Enterprise engineers, as they must deal with 80% of customers with the same staffing, or less, than the Strategic.
This causes also a rift between engineers: the ones that matter and are the "good" ones, that is Strategic, and the ones that are "expendable", that is, the Enterprise ones. If you are in Support you will be placed in one or the other category, and there is no reason for you being in one of the other. Don't think it is anything personal or based on your competence (actually we never knew who and how they determined who to stay, who to go and who to go to one or the other)
The strategy of BRDCM is to eventually deal with Enterprise customers via resellers. We will see how this happens and what this implies for all of us.
Professionally it is degrading and quite exhausting. You get paid more, and yes you get a hell of RSU, but you feel this is just a job, not a career or something you will strive to do to the end of your days. You need to slip into the "I do my job, 8 hours, then I go home and that's it" mentality, or you would become frustrated and insane.
Before anyone says this is a s–c-dal approach, etc, just look at teh BRDCM shares over 1 year and you will see that despite what you may think, the market actually considers the strategy great. And the proof that Octane is right and we are wrong is that both CA and Symantec have been acquired.
So, take a deep breath and adapt. It is not so bad once you accept the game.
OP is @12dfmqjH-1bgl.