Oh yeah very recognizable (I'm a professional software dev now for over 20 years too ;)). It's indeed key to have the dev of the software used to do support as

Oh yeah very recognizable (I'm a professional software dev now for over 20 years too ;)). It's indeed key to have the dev of the software used to do support as well, at least for some time. I try to do support for my own work as well to stay in touch with what customers have to deal with so I can improve it. Has worked well over the years even though it's not always the greatest work.