I think it's really important for the people building a product to spend at least some time doing tech support. Right now, my tech team of three (including me) all "see" every incoming tech support email and we rotate through who's responsible to answer them. Since I have a tech support background, it's obvious to me that this is the best way to both understand what's broken, but also what works and what can be improved in a system. I don't think we'd bring on a dedicated support person until this strategy impinges on our ability to get things done.