This sounds a lot like my experience with AWS support. They really deeply understand AWS, are very responsive to calls/emails, but often have no tools to solve

This sounds a lot like my experience with AWS support. They really deeply understand AWS, are very responsive to calls/emails, but often have no tools to solve the problem we're having right now. This even happened with some of their high end hardware, we did an upgrade for a critical set of instances to some extremely pricey dedicated hosts and ended up in a runaround for over a week due to a hardware issue on their side.