> That is a UX problem right?

Ah yeah - I do recall author making that distinction ("user" UX teams vs operator UX teams).

> I especially want to emphasize tools for your Customer Support staff. These are rarely prioritized, but they imho have a far better RoI and customer satisfaction impact than any UX change you can do. CS are operators.

That's a good point. Right now my team does give tools to CS related staff but you're right they're not prioritized, the UX is horrible (b.c it's "designed" by developers who were tired of having to troubleshoot themselves), and devs get pissed / act surprised when the CS people dont use the tools the "right" way.