I personally think that having worked in both environments, the biggest issue is companies missing that triage function for bugs, etc. from people who can turn

I personally think that having worked in both environments, the biggest issue is companies missing that triage function for bugs, etc. from people who can turn a customer reported bug into a step by step guide for reproducing things. When I worked in the simulation space we used to get models sent in by customers where a convergence problem or crash would occur in 12 hours of running on a 128 core machine. Those were impossible as a developer to work with in debug mode which made the runtime even longer, so they needed someone to identify the cause of the problem and distill it down to a much smaller model where the bug could be replicated. The QA team in that were really application engineers and were subject matter experts, and they were absolutely invaluable.