I think that’s a false trade off, you can empathise with both employees and customers at the same time. And while sure maybe a lot of the Atlassians might have

I think that’s a false trade off, you can empathise with both employees and customers at the same time. And while sure maybe a lot of the Atlassians might have fixed the issue “without complaint” as you said, it can still be a nightly stressful situation (probably even leading to burnout) and I hope they are looked after even if they don’t speak up.