I cannot help but read this whole experience as: “We forced an engineer to take sales calls and we found out that the issue was that our PMs are doing a terrible job communicating between customer and engineering, and our DevOps engineer is more capable/actionable at turning customer needs into working solutions.”
Person1: "thing doesn't work?"
Person2: "yeah it doesn't work for me either"
Person3: "it's always something I have to work around"
Person4: "I work for <company> as a customer support outreach social media community engagement executive. Can you go and jump through hoops and open a support case?"
Not raising it internally, not getting anything changed or fixed; suggesting the customer do more work to tell the company about the problem. A person who works for the company and is paid to read social media and has read the complaints, is not only apparently ignoring them but annoying the customers as well.
Alternate Person4: "<sigh> I work for <company> as a technical employee and we've been begging to get this fixed for years. As a workaround you can <xyz>. Email me directly if you need more help, and if we get a patch to fix ever, I'll let you know".
I haven’t used the products of any company I’ve worked for.