Sounds awful, in all of the companies I've worked for the R&D department was firewalled from this type of tech support work. If there were site related issues,

Sounds awful, in all of the companies I've worked for the R&D department was firewalled from this type of tech support work. If there were site related issues, that was usually the role of dev ops team to handle. That could then get triaged to a quality assurance team, eventually bug tickets could get created. Then during our normal office hours we could assign a normal software engineer to look at them. Even the concept of being on-call physically makes me nauseous.