Comment by ativzzz

Do you work on software that gets sold to customers? Often, uptime guarantees are included in contracts. If your software breaks, somebody has to fix it.

> Why would you waste eng time on something as trivial as support?

Because eng is the only people who know how the software works if it breaks, who else can fix it?

I would also say that good support is not trivial (this is not eng specific, it's a company wide initiative) and can be a competitive differentiator