At my last three Rails jobs, customer support would ping engineering 5 times a day asking what a specific user did. An engineer would stop, grep prod logs, scroll past SQL, write back a one-sentence summary. Twenty minutes round trip each time.

I'm curious how other engineering teams handle this. Have you built something internal? Bought a tool? Just absorb the interruption cost and move on? Is there a pattern for the engineer-as-translator role on your team?

(For context, I ended up building https://ezlogs.io to handle this for myself, but I'm more curious about how other teams have solved or not solved it.)