I worked as a sysadmin in a large physical services company. We had in-house software that integrated with almost all levels of our operations, most employees w

I worked as a sysadmin in a large physical services company. We had in-house software that integrated with almost all levels of our operations, most employees were using this software throughout their day. The whole IT staff, including the team of ~10 devs who built and maintained this software, worked in-person on the same floor. L1 support was constantly escalating issues that the sysadmin team could not assist with, because they had to do with this software. Either bugs, or new corner cases, or something changed, or they didn’t know how to do something. We would tell them again and again “we cannot help with operating this software” (it was outside our scope of responsibilities and knowledge - our job was to make sure the computers, servers, and network were all functioning properly). Despite the team of devs sitting 10 meters away, support would never, ever, talk to them. I think this was probably a dictate from management. It made no sense to me - these support staff were constantly using and helping people use this software, discovering the problems with it and the ways people wanted to use it, and all that feedback just died with them. The devs never interacted with the users of the software at all. You can probably guess how user-friendly that software was, and how much the users liked it.