[xyzzy123]

"Support" is usually a different org, may be outsourced, may be centered in a different country.

The userbase is different, in a small saas company you will probably get fairly "high signal" complaints, this is not true for mass market products.

Fixing bugs is different, sometimes you need to cross 3 teams in different timezones and have a bunch of meetings to fix a bug. Often the real problem is that a business process or a legacy system is messed up and an individual dev is not going to have the political "swing" to be able to do anything about it.

Big companies are typically structured to limit the agency of ICs.