I'm not sure I ascribe to the notion that you need to be technically competent in a specific field to be an effective manager or executive over the people doing the work.
This is what happens when people don't put in the effort and time necessary to actually learn a craft. Result: Overconfidence and potentially very damaging outcomes.
I can confirm the support experience, although we're not currently using R2. We are an Enterprise customer and have been trying since May 8th to get a downed Worker fixed (ticket filed as, "urgent"). Still no progress/response from level 2 support.