When I started in my role at developer support at Google, I was actually a remote part-time contractor with no access to internal code, mail, or tools. But, I w

When I started in my role at developer support at Google, I was actually a remote part-time contractor with no access to internal code, mail, or tools. But, I was still able to provide decent support by being highly communicative between the engineering team and the developer world, using emails, forum posts, and weekly phone calls. So, I do think it's possible to outsource a certain level of support without codebase access, provided that there is a good communication line setup.