Level 2 support is fun. Level 1 support is "dealing with an onslaught of people whose days have gone wrong, and they're sure it's your fault".

It's the performance culture at these companies. An engineer gets evaluated on metrics they move the needle on. At very OKR centric companies like Google, these metrics have to tie into high level business goals like revenue growth. I imagine it is pretty difficult to match customer support metrics to these, hence it's not prioritised by engineers or the company.