> I guess my point is that, as an engineer myself, I often feel very disconnected from the users themselves. We see errors and issues as percentage of total traffic. Low number of errors, not important. We don't always stop to think, wait is there an actual person or business that relies on this for their livelihood? This one error, what's the impact to the user that depends on my systems?

I feel the same way, in fact, I won't see any production errors until a ticket is assigned to our team. So if the business decides to ignore certain errors or issues, I simply won't know about it. And if I know about it, I won't get a chance to fix them. And even if I fix them, they most likely won't be pushed to production.

It's one thing I truly liked when working at startups, you're much closers to users, and it makes you care more. At that time, I had no problem staying late or working weekends to fix an issue a user had experienced. Because when a user experienced a problem, it would most likely also be a problem for me.