IMO, the root problem is the lack of good written docs… you cannot have good support if you communicate everything person-to-person. If an IT engineer can find the answer in docs, they don’t need to call support. But MikroTik seems to have a fear to commit anything to written form.
The help.mikrotik.com is a fine “reference manual”, but it just not same as the “series” of docs/KBs a typical enterprise router would have. For example, among dozens, it quite the task to determine the HW offloading ability of a particular model. A typical enterprise product would have specific manual for each hardware device that “resolved” its routing/switching ability on each device. And different “guides” with complete examples and considerations/best practices on deploying each of the various protocols, like BGP/MPLS/VXLAN/OSPF/etc. With some cherry doc/blog/KB/etc “Picking the right routing protocol” existing someplace.
Anyway improving/expanding docs plus providing a list of “known issues” with each release notes would go a long way on this topic. @normis claims they have money to hire engineers, perhaps allocate some of that budget to expanding the doc team. Right now it seems the poor support guys have to do double-duty to update docs — so long way from 24x7 support organization (which is very hard).