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.
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.