Don't dismiss the value of tier 1 and 2 support requests. Maybe 30% of your tier 1 requests are some confusion that support knows how to alleviate, but an engin

Don't dismiss the value of tier 1 and 2 support requests. Maybe 30% of your tier 1 requests are some confusion that support knows how to alleviate, but an engineer could make the product more straightforward to eliminate those support issues entirely. You aren't looking for the hardest problems, you're looking for the problems your users hit the most that an engineer could reduce in the product.