While it is a great perspective, my experience has been that engineering managers feel like non-important things are: - Documenting your API or product for int

While it is a great perspective, my experience has been that engineering managers feel like non-important things are: - Documenting your API or product for internal stakeholders (i.e. how the thing works) - Training support Often enough, there's 0 of any of that. So what you see is the support superstars do it after hours. Then they get hired by engineering, and the cycle repeats itself, you've just created an attrition pipeline for talented engineers, and customers pay the cost in pain. Then the engineering managers grumble that support is incompetent and annoying. I have seen this literally at every software company I've worked at.