This is literally what the 'management' types should be doing, and then prioritizing this work along with feature work.
The support org should have enough staffing to be able to 'train up' and start tackling more and more issues themselves. Even if they're not writing the software, they can often work to get reproducables or get you most of the way there "null pointer deref of x caused this bug" etc.
The support org should have enough staffing to be able to 'train up' and start tackling more and more issues themselves. Even if they're not writing the software, they can often work to get reproducables or get you most of the way there "null pointer deref of x caused this bug" etc.