See my response to gabeweaver above. I provided feedback on our support experience on multiple occasions both privately and publically, I have nothing more to add. Gitlab is important, but not central part of my day to day duties as a DevOps lead of a small (30 Gitlab seats) start-up , I did what I can to get heard.

TLDR; support team is great for customers coming to Gitlab, but not so great once initial onboarding is done