> That tension seems to inevitably lead to obvious features missing or functionality/knowledge that's needed to operate at any scale coistered away as closed source so the sponsoring entity can make some money.

This is not inevitable at all. You're right that there's a tension there, but there are companies that manage to do this right, and please both OSS and commercial users.

The fact many companies don't is not an indication that this business model doesn't work, but that it's very hard to do correctly.