this post was submitted on 06 Sep 2025
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Fuck AI
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We have escalations but in the end engineers are fairly directly seeing customer issues.
If it's a siloed thing-- you'll take 10% of your week on tickets-- I could see some value in that it gives the devs perspective on real user concerns and workflows.
Inevitably, the customers use the product-- any product-- differently than the engineers envisioned it.
Escalation to engineering is different from engineers answering the phones at the front line.
Yep. I did my time in the bullpen. I'm not answering everyday customer questions.
To be fair, I have the luxury of saying no. Not everyone does and I recognize that. It sucks to see folks whose time would be better spent fixing issues for everyone, making the platform more robust, or really (like actually, not executive level pie in the sky bullshit) planning next steps doing customer service.