[samhw]

Yup, I second this. At a past job we needed support for Kafka, and their tech support's advice was so fantastic that it was actually circulated around the company for general reading. We had an entire team of people who were expert in Kafka - including myself - to the point of having given widely viewed talks etc, and we learned a lot from them. I can't rate it highly enough.

That said, it's famous that there's a very big difference between the different tiers of AWS support. When I say 'tier', I just mean in the sense of how far your query gets escalated, though it's possible that only large clients get to be escalated to the very high tiers. (We were worth billions and spent near enough a million a month, so we were at least a t2.large to them.)