From support request to pull request

This article discusses the author's experience as a Support Engineer at Workbrew, where they can directly fix bugs reported by customers by opening pull requests. It contrasts this with the traditional process of filing product discovery issues and waiting for engineering prioritization. The author reflects on the thrill of eliminating future support requests by fixing bugs quickly, and notes how this practice was possible at GitHub in its early days but became restricted as the company grew. The piece explores the balance between risk and benefit in allowing non-engineering staff to contribute code, and celebrates the current opportunity to wear both support and engineering hats.