[jacquesm]

32 people is not a small company any more, and if every engineer you've got is also a support person on call for your customers you can't really say you don't have support staff, just that you don't have dedicated customer support employees.

The article does make a very good point though, the best way to reduce customer support is to improve product quality.

Customer support is one of the few areas in a virtual enterprise that does not scale, the costs can very quickly eat up your revenues.

[justinchen]

This model also works because their customers (developers) are very technical so having a non-technical customer support would be very frustrating.

[noodle]

i came here to say basically the same thing. "no support staff" is not the same as using engineers as support staff.

i was expecting more of an article on a startup of 2 cofounders who are managing things themselves.

[parallax7d]

So was I. But technically "No Support Staff" means no one, on staff, doing any support. Thus the customers would have to use a stack exchange or some other type of self-sufficient system.

[j5eb6ach]

Because of its searchable Knowledge Base for customer self-help, we also chose to use Tender (the SaaS platform used by New Relic).