While reading the article, I got a feeling that reading support emails is only one step away from answering support emails - and here you are, suggesting just that.

I've seen further steps down this road - if there are engineers already answering support emails, then why do we need support people at all. After all, engineers have better knowledge of technical details and can make changes themselves. No need for intermediaries.

I understand the reasons for having engineers read (or maybe even sometimes answer) support emails, but still I'd be extremely wary of again working for a company that walks this path.