[selykg]

> Engineering should in fact clamor to support to better understand customer issues and get them fixed and out of the way.

The fundamental problem is coders want to code. At least in my experience. Many are poor to terrible at talking to customers and have little desire to learn. If it isn't related to code they don't care. It's someone else's problem.

A few developers, the good ones I've worked with, know how to talk to customers and how to talk to support team members to help them.

I work in a support role now and I have worked in a development role in the past. I know both sides of it fairly well.

Finding good developers isn't trivial, but finding good developers that can communicate and work as a team, that's really hard.

[deepGem]

Agreed, I don't imply that developers should talk to customers but they should at least work with support team in a more cohesive manner.

I have seen the flip side also where the developers are very accessible, support pushes every minor issue over to engineering. This is like super rare though.