Yes, same experience here, support at smaller companies can be more dedicated when talking to "knowledgeable" customers. It's generally easier to get to their 3

Yes, same experience here, support at smaller companies can be more dedicated when talking to "knowledgeable" customers. It's generally easier to get to their 3rd level, sometimes just because there is no 1st or 2nd level at all. But at "big" enterprises - not so much.