no "should". Maybe if your company is having problems with support requests MAYBE it might be useful to get engineers involved, maybe they will notice some kin

no "should". Maybe if your company is having problems with support requests MAYBE it might be useful to get engineers involved, maybe they will notice some kind of problem with the right information getting to engineering or something going wrong with prioritization of what to build. But then again, getting other roles in the company involved with support MIGHT also find what the issues are, it might be just the engineers need to talk with support to find out what they think.