I hear you and feel your pain. We all occasionally end up there.
The companies generally don’t offer this type of help these days. The logistics and cost of doing this on a global scale relative to the revenues don’t compute. At best they offer ticket based support for software defects.
So you have to find other avenues for the assistance. Forums like these can be a source of answers for all of us, but they only go so far. There is no guarantee someone will respond, the timing may be awkward, and for complex problems where we can’t see your screen or talk, it’s not as helpful as we give you bread crumbs for the trail rather than actionable and repeatable help.
I’m in a few other forums, actually Discord channels, which are much smaller groups, where we occasionally jump on a screen share with another member and work through a thorny issue in real time. But even there, it depends on the availability and nature of the issue, if rescue exists or not when you’re on a job deadline and nothing is working.
Ultimately your best bet is to go back to your reseller and see what they can offer, or find someone local who is willing to come over and sit with you and has regular availability. This being Dolby Atmos for music makes this a smaller pond to fish in though. You might also find someone that can get on a screen share and work through, most things may be achievable that way, though we can only see but not necessarily hear.
I’d be happy to do a screen share if that helps if I’m not on a deadline. Though you may be better off with someone who does music not film post, as some of the parts are different.
Sorry for not having a better answer. All this tech is cool, but can also be super frustrating, and the companies are of little help these days. In their defense, we’re also not paying for that level of support with our normal subscriptions or one-time license fees. And these companies don’t sell self-contained turn-key systems anymore, but just a software package that lives within a complex set of components they may not know at all. You are looking for solution level support, not product level support. Steinberg only owns one piece of this puzzle.
Quality human support at scale is hugely expensive, which is why they all have gone to a self-serve model, and there’s a cottage industry of resellers that some of us use, but most don’t.