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This should be the experience everywhere. Imagine how hard it would be to actually get any work done as a system engineer if you're constantly responding to re
by wvenable 5y ago
This should be the experience everywhere. Imagine how hard it would be to actually get any work done as a system engineer if you're constantly responding to requests from the front-line support. The reason front-line support exists is to prevent that from happening.
Admittedly things should escalated and fixed but giving answers to end-users is not a priority.
- cvwright 5y agoWay back when I was first graduating from college, I interviewed at IBM for a "support engineer" role. It was pitched as a software engineering job, but focused on understanding customers' problems at a pretty deep level, and being the human interface between front-line support and the dev teams. I always thought it sounded like a good role for a company to have. Unfortunately such people seem to be in short supply.