Have no agency over the choices the company makes - a lot of the time they are subcontractors, and have no better access to senior management than you do
Are not told anything that isn’t publicly available - even if the company were working on a Linux port, they wouldn’t know about it either
Are typically working to a script - tier 1 support people are given a script and a troubleshooting workflow, and are strongly discouraged from going off script - “question: will you bring $game to other platforms. Answer: we have nothing to announce, but keep an eye on our social media account”. If you escalate questions that you have the answer to, you aren’t going to keep your job for very long (remember subcontractors?)
If you are going to contact support, be polite. Support agents put up with a ton of shit, don’t add to it. If you want to make noise, you are probably better off making noise on social media - but be realistic. Bringing a game to a new platform is phenomenally expensive - 7 or 8 figures for a large game. It’s not just the port, it’s testing, it’s updating docs, it’s updating support people. That is money someone has to invest up-front, so the people with the money need to know they are going to get a reasonable return on that money compared to building a new game