I've worked in several support organization that sincerely prioritized providing good support to customers. They paid good tech's good salaries, hired good managers, and we provided great support. Sales team members would come to me and say they were selling support contracts with ease because of the support provided, "easiest money I ever made" was a common refrain.
But eventually at every company customer / tech support eventually is viewed as a cost, an annoyance. After all when customers complain what do they complain about? Even the best customer's can't praise support enough for companies to avoid eventually seeing it as an annoyance and eventually cost that is easily cut. Good managers see it coming and jump ship, support for support teams starts to erode and the culture changes.
I worked one company where the engineering team would secretly invite some of the support staff over to their building when they had a team lunch ... because they liked us and knew that our team lunches (low cost pizza) had been cancelled.
It happens time and again ... :(
Eventually I moved on and learned to code. Maintenance is hard and not valued.