Pros
I know a couple folks on the support team and they are some of the most awesome people out there. They really work hard to defend their team's brand that is in trouble right now.
Kontras
Even a team made up of awesome people can fail spectacularly if they are not being provided with the support they so desperately need. I have heard that the upper management is only focused on bringing in more customers without taking into consideration whether there are enough people to support them. The team has lost so many people that they are now borrowing people from other teams, including mine, to help with support because the team is so overwhelmed. Keep in mind some of these people have no AWS experience so they're being forced to do jobs they are not even qualified for. I have never seen something get so bad where they have to poach from our own teams. I really feel for them and wish their management would pay attention and do something because they are in a lot of hurt right now.