Please start employing more technically advanced support reps.
To preface, I have no complaints with the timeliness or friendliness of Mixer support. Tickets are answered quickly and the reps are always pleasant.
However, I think it would be a good idea for Mixer to hire some frontline support reps who are more familiar with the backend workings of the platform and/or have the authority and access to actually work on it.
At the time I write this, my channel is having multiple API issues that prevent external apps from interfacing with it, problems with audio cutting out during co-streams, certain users not showing up in my chat and more. Every ticket I submit, the reps always either a) Blame the external applications (even when I can demonstrate the problem is on Mixer's end) or b) Say they'll pass my concerns onto the development team, in which case the ticket goes into the ether, never to have a response or a solution implemented. This type of support, albeit friendly and quick, isn't at all helpful.
The front-line reps either need the training and access to diagnose and fix these problems themselves, they need a second level of support to serve as a technical escalation point or, there needs to be someone representing the development team from a support angle who takes ownership of backend tickets like these and handles communication and response.
Many of us, from small channels trying to grow like mine to bigger partners, are experiencing these issues and frequently, it feels like we're fighting the tech behind the platform that we love and that support doesn't seem to care our concerns seriously or isn't setup to deal with them. The support infrastructure needs major improvement and will only continue to do so as the platform grows.
Please consider making improvements of this nature to the support experience, for the betterment of everyone. Thank you.
I had a ticket submitted for a free sub code that never worked. Escalated to support, never had a follow up after. Even updates or a timeline would be useful!