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I didn't think anyone would read this, so I'm just seeing this. Thanks for the comment. Did you find a good rhythm / rotation to understand first-hand pains wi

• kruczek 9y ago
  Unfortunately no. The main problem was that we had absolutely no dedicated customer support people - the boss disbanded them, because he saw them as unnecessary wall between customers and engineers; he assumed that all cases brought to CS are forwarded to engineers anyway, which was far from truth - there were a lot of cases where problems were solved either by reconfiguration of our software or by reconfiguration of customer's servers, both of which would be advised by CS people, without engineers' involvement. That means it was impossible for engineers to do customer support occasionally - they had to do all of it. And when a customer may call at any time, it is hard to find any rhythm or rotation - development becomes a filler which is added in between customer interactions.