But I get feedback from L1/L2 when some feature generates a lot of support requests, and I've many times sat down with support and even called up customers to i

But I get feedback from L1/L2 when some feature generates a lot of support requests, and I've many times sat down with support and even called up customers to improve such features. That said, I agree with the sentiment that as devs one shouldn't be far removed from customers. For example I do take time every now and then just looking at support working if they've got a customer showing an issue or similar. Or just hang around to hear what they complain about. This is of course much more difficult if support is in another building and not just down the hall.