FunTester
Mar 9, 2026 · R&D Management
When Test Engineers Become Customer Service: Causes, Symptoms, and a Path to Change
The article examines why test engineers often end up acting as de‑facto customer‑service agents, outlines three structural reasons and typical symptoms, and offers practical questions and strategies to shift from reactive firefighting to building sustainable, replaceable processes.
Customer Serviceprocess improvementreactive work
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