I work in support; not only is it hard to find someone competent but it's an incredibly draining job/career because of both management and customers. People are attracted to it because barrier to entry is low, and half the time the actual technical part isn't necessarily hard, it's the emotional baggage you're expected to carry essentially at all times. There's been multiple instances where I've been so burned out, I'm almost certain it's permanently altered my brain chemistry. On top of that you have low wages, long hours, some places are B2B calls, expected to handle multiple chats at once, and some managers really like to snoop to see what you're doing all day(I see your icon went idle for 3 seconds, you're not taking a bathroom break are you? We need all hands on deck at all times).
This will never go away as long as it's seen as a job any idiot can do. Companies need to change how they truly value support and only then will it get better for the customer. I agree with you; if you find someone good try to be appreciative because the bad ones are a dime a dozen and we are all paid shit.
I feel like I always stumble on these topics too late.
I have trauma from my parents(namely my mother, dad died early and skipped out on this mess) and I held a ton of resentment for a long time, and I'm always a hair's width away from cutting it all down. What stops me is that she's disabled. Like, intellectual disability + borderline PD, but still able to hide it mostly, but also she should have gone to intensive therapy. My siblings and I drew the lucky sticks and have our faculties but we still have inherited disabilities; for instance I'm on the spectrum along with schizoid PD, and idiopathic physical conditions. A lot of my issues were ignored when I was younger in favor of my brother and sister, and now, 10-15 years later I'm stuck in a medical mystery loop. Even when I bring up the medical, physical and emotional neglect to my mom she just brushes it off as a joke and I'm just being dramatic. And with some of it, it's like the regular abuser denial but I truly think for the majority of it she quite literally does not functionally understand what her actions did that hurt me and through extension my two siblings.
I am child free because I understand my deficits and how they would ultimately have a negative impact on an innocent person who didn't choose to be here. I am glad to say I was able to get sterilized fairly easily. My mother has flip flopped between "you're so selfish I won't get grand babies" and "good I hate children", so it's safe to say I'm not even sure what her actual opinion is on my choices to be vehemently child free. I wish I could go no contact so badly, but I also feel like a heartless bitch because in her case she has the emotional and mental capability of a 15 year old, and she's actually fairly genuine. But at the same time, why did I have to live the childhood I had, all because someone literally does not understand how raising children works? Sometimes it really is a rock and a hard place.