“a lot of teams they try to Shield the engineering group from like customer feedback and then there's this gatekeeper this product manager or the support team that compiles that data and then give that data to engineers and I've always subscribed to the idea that Engineers need to be talking to users”

Engineers in the support queue, not behind a PM filter

Filtering customer pain through a PM layer slows the fix loop and degrades the signal — by the time it reaches the engineer it's a Jira ticket, not a frustrated human. Direct engineer access to the support queue, plus scheduled all-hands 'support nights' before focus blocks, converts the laziness instinct ('I'll just fix this so it stops coming in') into a retention engine.