That sounds like a pretty siloed way to work. Conversations with the people involved is much high bandwidth and full-duplex which increases the odds of understanding the underlying problem and building what people actually want.
> Conversations with the people involved is much high bandwidth and full-duplex
That's impossible when working with people in different timezones, or when working with customers.
Specifically, regarding support: The people in support need to know how to support their product, and that includes knowing what information to collect if they believe they will need to escalate. They just can't randomly pull engineers into a support call.
You also can't have a support organization that expects "high bandwidth" communication with a customer. (IE, support can't go back to the customer for every ^%$#^#$ question the engineer asks.)
