> That requires a good support team that follows process. > It falls apart when support doesn't train newcomers in what engineering needs It requires as low s

> That requires a good support team that follows process. > It falls apart when support doesn't train newcomers in what engineering needs It requires as low skill level from support as you can get. Some rudimental diagnostics skills and understanding of the product itself are needed; from there, if it's not in the FAQ, let engineers handle it in full. One of three things then happens - in my experience, anyways: * The engineers prioritize fixing the stuff they don't want to repeatedly deal with. * The engineers populate a FAQ for the stuff when it's low impact enough that they're OK with support copy/pasting the FAQ item until they address it - if ever. Which can lead to further questions that get fixed or expand the FAQ, but that's fine too. * (In rarer cases) some of the engineers quit because they think support is beneath their pay grade.