Yeah, we were lucky in that we only had engineers with years of experience on call. They had to have had dev experience, too. This followed an attempt to run a

Yeah, we were lucky in that we only had engineers with years of experience on call. They had to have had dev experience, too. This followed an attempt to run a more 'standard' support service (before my time) with specialist support staff. That failed badly, mostly because customers and devs hated that they added little value to the process. It was a long time before people were allowed to be recruited direct to support again, and by then the leaders were all former devs->tech leads.