Comment by arp242

I think this is pretty much it: everyone capable of doing quality support has the skills to double or triple their salary by doing something more interesting (usually dev or sysops).

The way I've typically solved this is by keeping an eye on the support inbox myself. It takes just a few minutes every day and I've caught some pretty low-hanging fruit with this that really does make the product better. Sometimes it's as simple as just adding a permalink somewhere.