I greatly value the care support reps take to answer questions and walk curious folks like myself through the technical details so I can best understand why and what went wrong

The system clearly shows it was created by other systems being cobbled together. Many processes are archaic and inefficient which negatively impacts the admin and employees of my company. I can be difficult at times to get a response from the support team, but when it does happen, the support is generally good. However, when it comes to things like time management, the responses are usually "do it manually" or "it is what it is".