Who to contact for issues beyond tech support?

[Musicphan]

Does anyone know of a process to escalate or contact someone other than tech support for assistance?  I have been trying to patiently wait for a resolution to an ongoing problem and I've run into a brick wall with Shopify Tech Support.  Not only does my agent not provide timely feedback I have asked multiple times for escalation to a member of management.   While my agent agrees and understands why I would want an escalation they refuse to do so.  When I ask about why she is refusing and/or what is the escalation policy my emails go unanswered.  

I'm to the point after 7 years it's time to leave Shopify for a different platform (even at higher costs Big Commerce seems to be a nice solution)... sadly I can't get anyone within the organization to understand my concerns or provide any escalation.

[Musicphan]

It's an "incompatibility" between Shopify & ReCharge.  Long story short Recharge had me 'upgrade' to their newer version.  When that occurs Shopify Delivery & Pickup no longer functions.  I have peers running the old solution currently and it works just fine but my Shopify support agent is stating its not possible.