[ethbr0]

Google and the new wave of firewalled engineering orgs are so long-run stupid that it boggles the mind.

A legacy proper, functioning support org's job is to sift through user-is-the-problem bugs to identify the smaller list of actual bugs... which engineering then fixes. Because they're actual bugs!

Nowadays, folks look at Support and QA as cost centers, to be funded and staffed at minimum levels.

Small wonder SRE have become the new rock stars -- companies disempowered anyone else able to call a bug a bug.