I agree with paxys here that this is generally not a great idea for most orgs. IMO The better approach is for engineers to be on a rotation to support customer

I agree with paxys here that this is generally not a great idea for most orgs. IMO The better approach is for engineers to be on a rotation to support customer success teams. Unless CS somehow has every tool they need to solve all customer queries, they'll still need to divert to a technical expert if they encounter issues or need system updates that they can't action (whether due to permissions or lack of admin panel functionality).