Our team started out as an area of support somewhere between L2 and development. We are particularly suited to issues that dealt with more complexity or required a more in depth approach to resolution. Though most customers don't even know who we are. I did a couple user group presentations and found out that SWAT sightings may seem like seeing a yeti. But that can be a good thing. It can mean that our front end teams and processes are doing well enough they don't need us.
But seeing things through our eyes might be handy. Our team generally gets involved when the stakes have been raised for one reason or another. So we get to see some interesting things. And sometimes shocking things.
We have people that cover Lotus Notes/Domino, Sametime, Quickr, Connections and Portal. Hopefully, this will be a good place to learn some interesting things about the products, support and what you can/should be doing in your environment.