Hi @MT,
I'm definitely the main person present on this forum, but we do a lot of repairs, cal, & servicing everyday without me having to intervene (thank goodness!). I really like my job here at Keysight, so there are no plans there!
I agree that it's best if no one ever needs customer support, but as engineers we all know that's not a reality. Part of why I'm on this forum is to be a double check to make sure things don't slip through the cracks. This is a good example of a weird corner case that our normal processes won't necessarily catch so I can intervene and help out. It's also worth noting that our call center application engineers were also ready to jump in and help out, but since I'd already started working on it I told them I'd take care of it.