I have not read the article but I disagree with your last statement. When I contracted for the federal reserve, every new engineer was required to moonlight fo

I have not read the article but I disagree with your last statement. When I contracted for the federal reserve, every new engineer was required to moonlight for 6 months on support rotations. Doesn't matter if you were hired as an AD architect or Weblogic admin, you were only on call to assess system failures for that time. Why? Because then you have intimate knowledge of what users were experiencing and that colored your experience to think of how users interact with your system. Lots of engineers rage quit by the second month, but everyone who stayed provided great design and strategy input to their areas. This is what made me customer obsessed and to this day I will meet with the support team at any new company I work with to understand the plight of the customer