Support is often treated like the place problems go after the interesting work is done.
I think the opposite is true.
Support is where you see how a system behaves outside the clean conditions it was designed in. You see confusing defaults, hidden dependencies, brittle workflows, and assumptions that only worked because the original builder already knew the answer.
That is valuable product information.
A roadmap tells you what a team intends to ship. Support shows you where the product is already under strain.
If you spend enough time helping users through real issues, you begin to recognize patterns. Certain bugs are symptoms of documentation gaps. Others are really workflow design problems. Some are not bugs at all, but signals that the product is asking too much interpretation from the user.
That is why I do not think support sits downstream from product. It sits beside it. Sometimes it sees the truth earlier.