While Microsoft is hierarchical - but it did encourage reaching out in a "flat" manner internally.

In my experience - a loooong time ago ago now - executive leadership would participate in high-level escalations/critsits for large/key customers on calls. I was just a lowly field-engineer - but over the course of nearly 4-years, was on calls about 5 times with some of the big-names from that era that everyone knows about... And they seemed to emit enough empathy with the specific customer situation to move things forward.

However - being on the "other-side-of-the-fence" (i.e. external, consulting with Microsoft customers - some of them who even spend $1.5billion/year in M365/Azure licensing) and assisting clients with issues and remediations for the last 10-years, things are no longer the same. No amount of escalation gets further than occasionally reaching some level of the product team - and it can take 8-12 months before that even occurs. Troubleshooting and deep-engineering support skills for cloud customers are typically non-existent, and the assigned resources seem to just wait until the issue resolves itself...