There may be myriad reasons why this is part of the job description:
- Updates are pushed when convenient to customers in other timezones, there is an on-call rotation to support major releases.
- You are contracted out to companies in different timezones and expected to adapt to their core hours.
- There is no customer support departement, you are the support departement.
In your position, I would try to get a really clear picture of the working hours and scheduling structure. I left a career in retail logistics to attain a better work-life balance. I'm happy to work on-call and pull overtime, but I'm also wary about companies that ask a lot from their employees and offer little in return. So I ask about:
- What does the company do to minimize overtime? I'm happy to save the day, or be on-call 'just-in-case'. But after a crisis, we do root cause analysis and change our processes. I won't compensate for our inability to test releases properly, hire enough staff or plan our projects.
- Is overtime paid, paid extra, or compensated as extra leave? By the time we're discussing the specifics of the contract, I'm setting up coffee dates with future colleagues to do due diligence: Frequency of overtime, ability to take accrued leave.
- Does the contract offer sufficient protections? That contract is a bilateral agreement, my obligations should specify appropriate limitations. I.e.: A hard maximum of two on-call shifts per month.
If you are potentially interested in shift work, ask about:
- Schedule structure: Continuously variable, or different between multi-month projects?
- Min. and max. shift duration.
- Rest hours between shifts: In EU, minimum of 11 hours.
- Break times / structure.
- Weekends / Time off. (I.e. Max 7 workdays in a row, then a day off. Two consecutive days off at least once a month.)
- On-call expectations: SLA's with customers, types of issues.
Everything has a price. I'm willing to work ridiculous hours, but I expect a ridiculous salary in return. The rest is a negotiation. Try to get a good understanding of their offer, discuss what aspects are negotiable. If they're not paying enough, or you're not willing to accommodate their ridiculous schedule, thank them for their time and walk away.