Anyone know how to get good support for Exchange Online?

We're having some serious issues with journaling, and the tech I'm working with isn't cutting it.

She claims that her "team" is the end of the escalation process, but their has to be a way to get an actual Microsoft tech (not 3rd party help desk), look into this issue.

We've spent at least 8 hours on this issue, and I honestly think we're spinning our wheels. Journaling is important for our end client for 100% email retention.

Thanks in advance for any advice.