I agree (conservatively). I don't like taking customer calls, and doing it a lot seems like it could waste valuable time, but I think it is important for engine

I agree (conservatively). I don't like taking customer calls, and doing it a lot seems like it could waste valuable time, but I think it is important for engineers to at least occasionally interact with customers so that they understand what this darn piece of software is _actually_ supposed to do. We can sometimes get caught up in feeling like we know what it is supposed to do and implement it, only to find out (or even worse not find out) that people use it entirely differently. The other thing is that you get familiar with the "type" of problems that arise. This helps you communicate with customer support when they call, or know what questions to ask to get to their issues. I've had customer support complain about an issue or feature request they have never told us about but have had pain points and customer requests for months. It is always a trivial change. Improving communication between customer support staff developers is hugely valuable however it happens.