I think articles like this could atleast address the obvious counter arguments: Putting engineers on call is likely to expose them to issues that are objectivel

I think articles like this could atleast address the obvious counter arguments: Putting engineers on call is likely to expose them to issues that are objectively not important but become emotively important because the people on the call asked you to fix them (and you stupidly agreed!). This is okay as long as firm ground rules are set around what engineers are allowed to agree to (and trained on how to be non-commital), the reason people are happier when an engineer is on a call is because they think that someone is actually going to do something. If your standard operating procedure is to waste engineering time sitting in on customer meetings, and then not let the engineers fix the issues they heard about then your customer trust is going to drop. Also there's a buzz when engineers start to meet customers, but once you've met your 5th customer you're pretty much done with that buzz - especially if you're breifed by the company that you're not allowed to commit to anything.