Barring exceptional reasons, the Support Engineer who provides the initial response typically is also the designated owner of the ticket and who will be engaging on the ticket through its resolution.
Exceptional reasons could be such as unavailability due to personal time-off (PTO) or customer affinity (see "Could we request for a specific Rancher Support Engineer to work on our ticket?").
Rancher Support Engineers are highly technical and suitably skilled resources. The Engineer, who provides the initial response, is generally very capable of troubleshooting the issue at a reasonably low level.