Technical Support at a Startup: How it Should Be Done

I never realized Clippy was 'technical support'. I saw it as a feature to Word that was supposed to simply assist and automate certain new functions of Word.

If someone looks at Clippy and immediately thinks first line of support for an organization to the point of calling him 'technical support', they've missed the point entirely.

Overall I think this post could have said a LOT more about support practices and building a good support infrastructure but it just kind of dropped off after a couple of lines about speed and this line

Furthermore the "leaders" are seen by the members of the organization as "above" the task of answering support questions

I'm kind of curious what prompted this line of reasoning.