Gregory's Server@gsuberland I don't know if the team still exists, but in the 90s into the early 2000s, the Serviceability and Design team was the coolest there was. Sandwiched between TAC and Product Management, this team made sure syslogs covered various scenarios. They made sure MIBs were coded. They also looked after hardware things like this - all from a customer's perspective to try and make sure things like this didnt happen. The team was able to invoke a line stop and even hold it until problems were fixed. They worked as peers to PMs to make sure products were serviceable. It's rare to see this job function today. I don't know of any company that has engineering types in a customer advocacy role whose sole job it is to be sure a user can sufficiently troubleshoot a product.
@edrosen I met a few people who were in this kind of role, who knew every tiny secret detail about the switches from hardware to software. Unfortunately didn't get much of an opportunity to work with them outside of brief encounters - my job there was as part of an acquisition, which was a rather inauspicious story.