[shittyadmin]

They don't necessarily need full knowledge of the product or any such thing, they just need to be able to provide a sort of filter, remove anything uselessly abusive or congratulatory without value, open defects for obvious bugs with reproduction instructions and get users to dig in and provide useful details when asking questions.

Those questions can then be answered directly by them or forwarded off to a dev who will have more detail and be able to get answers faster without the drudge of dealing with the rest of it.

Personally while working at a small company and doing both support and development work, I found it helpful to simply tell customers we'd address issues "with the development team" even when that meant I was going to work on it. Drawing that line in the sand between support and development roles compartmentalize those activities and reduces the immediacy of demand from users.