Comment by imperio59

The sad thing is it doesn't have to be this way.

I worked on an internal tools team for a few years and we empowered engineers to fix user issues and do user support on internal support groups directly.

We also had PMs who helped drive long term vision and strategy who were also actively engaging directly with users.

We had a "User Research" team whose job it was to compile surveys and get broader trends, do user studies that went deep into specific areas (engineers were always invited to attend live and ask users more questions or watch raw recordings, or they could just consume the end reports).

Everyone was a team working together towards the same goal of making these tools the best for our internal audience.

It wasn't perfect and it always broke down when people wanted to become gatekeepers or this or that, or were vying for control or power over our teams or product. Thankfully our leadership over the long term tended to weed those folks out and get rid of them one way or another, so we've had a decent core group of mid-level and senior eng who have stuck around as a result for a good 3 years (a long time to keep a core group engaged and retained working on the same thing), which is great for having good institutional knowledge about how everything works...