I'm looking for perspectives (or resources) on whether engineers or trained support staff should be the front-line on bugs. I've seen engineers perform front-line triage in both corporate environments and small but established companies.

The typical situation we have is a support member thinks there's an issue, and posts this 'raw' issue to Slack. The engineer on-call for the week responds and either resolves the issue or creates a ticket for follow up.

We could continue with this process, or train support staff to triage and submit formalized (repro steps, confirm whether widespread) bugs to the on-call engineer.

What's worked for you? Please share rough company size for context.