As mentioned in another comment, support shouldn't be entirely disconnected.

If a customer seems to have discovered a legit bug in the software, there needs to be a path from support to engineering for the bug to get reported.

At the very least, support staff should be willing and able to attempt to recreate a bug that a user is reporting, rather than asking them to completely wipe their device and install everything from scratch for something that is easily reproduced.

Let's take a very simple example. Imagine you've got this Chess app, and whenever someone creates a checkmate involving two bishops, the game crashes, 100% of the time, but only in cases involving two bishops. Sure, maybe the first ticket you get, you go through the workflow of reinstalling, etc. But by the time you've got 100 tickets all saying their game crashed on a checkmate involving two bishops, that should have been escalated to engineering. At the very least, support should be saying it's a known issue. Honesty is going to be a lot less frustrating than to be told to take steps that both sides knows won't fix the issue.