Personally, I like immediate responses from a support person who can run issues by a developer if necessary. Developers shouldn't have to spend any time walking a user through logging in, helping explain how to import data, etc.

I don't see support as a valuable use of developer time, and I don't think that developers should patch code on the fly in response to a single support ticket.

I also worry that what might be a well-meaning response with a few technical details can come off as very condescending.

If you're a small team and you don't have a dedicated client coordinator or support person then of course your developers are also support -- you don't have any options. If you do have options it's best to have someone between the customer and the developer. If for no other reason than to screen common/simple issues and ensure a timely, polite response.