At a previous company the software engineers also had to answer the tech support line for our product. This was not a popular activity so all calls had to be logged and if your numbers were too far below the average you got chewed out at the end of the month.
Now some calls were really easy to handle, like if there was a deadlock in the database, you'd just pull up the db manager and pick one of the processes to kill. Now the database didn't have enough information to detect when a deadlock occured, because technically the deadlock was in the java code it was just easiest to clear it up by killing one of the db processes.
I modified how we created our db processes, giving them a name which contained enough information to detect a deadlock automatically, add in an eclipse plugin that polled the db every few seconds and I became the king of tech support. The light would go red and my hand would hover over the phone just waiting for a call.
I was kind enough to give my boss a copy of the software when I left the company.