Hi,
perhaps some of you are on the main website instead of MySteinberg (Sign in)?
If you send a request from your MySteinberg account (My Support → Create support request), it is sent either to us or the local Yamaha / Steinberg tech support team depending on where you are located. There is indeed a local team in the US. They will also contact you on the phone if needed. Of course, they will also forward all that needs attention to HQ.
In some countries general support is done by Distributors, which will contact us for resolution when the issue is more complex.