Awesome to meet somebody else in the space, it is a fun place to be in. I'm mostly a DevOps guy now (I know --- buzzwords blah blah), but if a tough support call comes in, typically I spend my time in the run-time analysis side explaining "why is this packet being dropped from this queue" or "why did our convergence algorithm pick this path". Say a big data center customer calls and says "such and such is getting dropped on the 40G QSFP links during congestion, please explain your bug". Then that turns into a large discussion about how to configure COS queues properly and some education about xyz configuration spaces with the various protocols, followed by an update to our documentation if it's sparse in that particular implementation scenario or a white paper specific to their topology and common traffic profiles (tier 1 ISPs usually).