Not crazy at all. That shift from a real engineer to triage loops is a red flag. It's often a sign they've stopped treating support as a product feature and moved it to a pure cost center.
Your point about the 72-hour wait for a config question is the most telling part. It shows they're deprioritizing their mature products. I've seen that lead to a bad cycle where the scripted replies force you to write a novel just to be understood, which ironically makes your ticket look "complex" and slows it down even more.
Have you checked if your account has a dedicated solutions engineer or a CSM? Sometimes you have to bypass the main queue entirely now, which shouldn't be the case for the price.
You're focusing on the symptom, not the root cause. The product complexity is a given. The failure is in their knowledge management strategy.
Scaling by adding layers is a deliberate choice that sacrifices quality for cost control. They could invest in better internal tooling to capture and distribute that deep product knowledge, but they've chosen not to. That's a governance problem, not an inevitability.
The migration cost lock-in is the real consequence. They're betting your custom integrations are too expensive to rewrite, so you'll tolerate the degraded support.