Hey, gleb - Kipp from FullContact here. Sorry if our support team wasn't able to address your needs - that's something we never want to hear. Mind dropping me a line at [email protected] and letting me know what the issue is? I'd like to look into it and see what we can do to make things right.
(And agreed, Zapier support is awesome. Wade and the rest of the team do great work.)
Echoing this, early engineer at FullContact here -- I'd love to know what kinds of problems you ran into with our support team. More often than not, if the issue isn't trivially answerable the support team asks us directly.
Thanks for reaching out to both of you guys. I emailed Kipp. I'll forward the email to you.
The issue is not with your support folks. They are responsive. But much like me they can't figure out your product ;-)
To bring it back to the article - the main benefit of engineers doing support is not better support. That is just a welcome side effect. The main benefit is a better product that does not require much support.
Unlike dedicated support folk engineers do not enjoy doing support and have the ability to change the product to reduce the need for it. It's a magical combination.
(And agreed, Zapier support is awesome. Wade and the rest of the team do great work.)