The middle ground that I use, as an engineer, is to review customer communication on support tickets that get escalated to my team. Not every day or every issu

The middle ground that I use, as an engineer, is to review customer communication on support tickets that get escalated to my team. Not every day or every issue, or any other regimented basis. But I do try to stay close to raw customer feedback. It can be useful to see what details gets lost between the customer and layers of support before it gets to an engineer.