That's fair, and obviously there is zero way you're going to get face time with an engineer that costs them $200k+/yr, and instead it's going to be someone they

That's fair, and obviously there is zero way you're going to get face time with an engineer that costs them $200k+/yr, and instead it's going to be someone they've hired at a tiny fraction of that. But that's true of nearly all consumer level support in all industries. Businesses pay big dollars for consultants and service level agreements for access to the higher level folks.