As an example, many companies have recently shifted their support to "AI first" models. As a result, even if the team or certain team members haven't been fired, the general trend of hiring for support is pretty much down (anecdotal).
I agree that some automation is better for the humans to do their jobs better, but this isn't one of those. When you're looking for support, something has clearly went wrong. Speaking or typing to an AI which responds with random unrelated articles or "sorry I didn't quite get that" is just evading responsibility in the name of "progress", "development", "modernization", "futuristic", "technology", <insert term of choice>, etc.