Having worked in the EC2 org, the people doing the customer service tickets were usually the oncall, when nothing was on fire, or the daytime SREs. You could ge

Having worked in the EC2 org, the people doing the customer service tickets were usually the oncall, when nothing was on fire, or the daytime SREs. You could get hit-or-miss depending on whom is oncall and picks up your ticket, some people were non-empathic and would reply to those tickets with one word answers or you'd get lucky with people that would dig deep.