I used to work in Amazon (left after 10 years because it wore me down), but it wasn’t that compartmentalized.

I’m sure there were some teams that were like that but I could easily find another team, open a ticket, get a response and see their on calls investigate the issue. It was often times possible to look at their service metrics and source code to see if I could find the problem myself.

Support just can’t share that info because they don’t know what is considered a trade secret or internal detail vs what is public.