> And on my team at least we always try to use support questions to know where we need to improve documentation with more troubleshooting steps, etc. Absolutel

> And on my team at least we always try to use support questions to know where we need to improve documentation with more troubleshooting steps, etc. Absolutely. In my ex-team at AWS, you could literally see visceral pain on the on-call's face when a customer tickets-in with a totally avoidable issue. The feedback from such customer contacts did inform most of the product roadmap. And most certainly, the most heavily prioritized and celebrated feature launches were the ones improving operation excellence including fixing things that a lot of customers had complained about. That said, cloud support engineers, often times, in my experience, were more knowledgeable than software engineers owing to their interactions with customers which lead them to internalise a tonne of troubleshooting patterns. Only a novel issue would stump them where a software engineer would have to work in-tandem to sort it out. The detailed internal knowledge-base that these support/software engineers write for issues impacting customers probably also plays an important role, because then even semi-technical folks like TAMs can more or less help the customer out pronto by searching through the knowledge-base, without requiring to escalate further.