If the process was good, the tickets would be handled properly but perhaps with delays - that would be a growing pain. They can solve issues but slowly.

Support being clueless and unable to solve problems means thst the process is bad.

Before the tickets were handled by well paid support that understood the product.

Now its all outsourced to cheapest location to ppl that dont care or are willing to do a good job.

Pretty usual stuff for any big company.