The job title, over the years, has gone from being called "Customer Support" to "Product Support", however - even though it *is* the product of the company you work for that you are helping people to learn, it will always be the *customer* who gets the attention and assistance needed to complete their jobs with your product. Most all of the customers I currently support have used the same product in many different ways and for different reasons, so it's never been "cut & dry". A lot of my Support requires working small projects for them and getting to know who does what they do, and how they do it... and just how my product can help them.