Senior people like Raymond Chen (or at least the good ones) often get to where they are by doing some amount of work that's "below them" or outside their scope in order to keep their understanding of the full stack up to date.

It wouldn't surprise me if he's periodically snooping the lowest level support queues from time to time to understand what kinds of issues customers face, where the pain points are, etc, etc.

It's also an old post.

It's like Patreon, accessible to staff first