Or the infamous flight attendant grabbing a beer and pulling the escape chute...
I'm an engineer with "people skills" who has worked large and small organizations including a hosting company and many freelance jobs. No one should be really surprised when a hosting company employee goes off, because it is one of the shittiest customer service jobs you can have in terms of the entitlement factor and low margins. That's not to say the guy should be excused, but just pointing out that it doesn't necessarily means he lacks people skills, it may just have been the straw that broke the camel's back.
As far as engineers talking to customers goes, I think that depends heavily on the company. Obviously engineers can provide better customer support than someone with little technical knowledge, but if there are many customers then there's most likely more bang for the buck solving technical problems that affect many people. Personally I've often felt visceral frustration with taking the time to provide quality support when I know full well that I'm sacrificing potential productivity to help one person when there are issues affecting hundreds or thousands that are still unresolved. I justify it by chalking it up to the (perhaps) intangible benefit of providing truly exceptional customer service.
I'm an engineer with "people skills" who has worked large and small organizations including a hosting company and many freelance jobs. No one should be really surprised when a hosting company employee goes off, because it is one of the shittiest customer service jobs you can have in terms of the entitlement factor and low margins. That's not to say the guy should be excused, but just pointing out that it doesn't necessarily means he lacks people skills, it may just have been the straw that broke the camel's back.
As far as engineers talking to customers goes, I think that depends heavily on the company. Obviously engineers can provide better customer support than someone with little technical knowledge, but if there are many customers then there's most likely more bang for the buck solving technical problems that affect many people. Personally I've often felt visceral frustration with taking the time to provide quality support when I know full well that I'm sacrificing potential productivity to help one person when there are issues affecting hundreds or thousands that are still unresolved. I justify it by chalking it up to the (perhaps) intangible benefit of providing truly exceptional customer service.