My point is that Engineers with good people skills and the patience to provide support to regular people aren’t common, not that there aren’t any (the business of IT Consultancy, for example, relies on those).
Also they’re a lot more expensive than the typical first line support workers.
Grabbing a bunch of random engineers and having them do first line support on a mass market service is thus both idiotic and seriously desperate.
Not really two positively correlated things, probably negatively correlated.
I’m an engineer with people skills. We get hired as Solution Engineers. Work for sales teams as technical experts. Great pay. Typically.
My point is that Engineers with good people skills and the patience to provide support to regular people aren’t common, not that there aren’t any (the business of IT Consultancy, for example, relies on those).
Also they’re a lot more expensive than the typical first line support workers.
Grabbing a bunch of random engineers and having them do first line support on a mass market service is thus both idiotic and seriously desperate.