I'm an application/user support engineer at heart, even though some of my recent career history might suggest otherwise (life has a way of doing that), so I particularly appreciate good support when I receive it. I've always prided myself on getting behind the initial question to the root of an issue, and I was delighted to be on the customer side of exactly that scenario this week.
One of my former employers who is a software developer put it very well when he said:
"Technical support is the area that makes or breaks the customer experience"
This is the story of a recent experience I had of great software support.