Most of us hope that our engineering organizations will grow and scale with the success of our businesses, but that growth is often easier said than done.
Oftentimes, the choice for a smaller startup is between hiring no one for technical support and just letting the developers/founders field all questions or hiring a support person and expecting them to handle it all (while that poor support person sits alone, feeling dreadfully concerned about “bothering the developers”).
On March 28, 1979, at exactly 4 o’clock in the morning, control rods slammed into the reactor core of Three Mile Island Unit #2, halting the nuclear reaction because of a fault in the reactor cooling system.
No one tells developers and project managers to throw things away. We assume that because it's cheap to keep it around, the emotional comfort is worth the tradeoff.