Obviously I've had the complete opposite experience with AWS support and they have solved some tricky not-obvious problems that ended up being escalated to the development teams, as well as normal problems, and one guy actually stood by on a Zoom call for an hour listening to us solve problems just so my boss wouldn't panic - he'll may not really appreciate how much he helped the situation just by being there, but I got my AWS account rep to help get a thank-you note to him and his manager the next day.
One thing I have found is that all of their new guys start off on e-mail support, and they tend to quote documentation at you more. If you have a real problem that is not you being too lazy to read (I see my peers open a lot of support tickets with questions I know are discussed clearly in the documentation), its best to start off with a chat so you can get a more senior support person involved, answer any of their questions or collect any screen shots or evidence they need, then let them exit the chat to do their research, testing, escalation on their side. You'll get a resolution within a couple hours.