I worked a job where I took support cases/tickets for two years. I feel your pain. I did my fair share of sitting on cases for too long that I didn't know what to do with. It can be so damn overwhelming. I felt a lot of shame.

Finally, by the very end of the two years I had gotten into a groove of asking for help as soon as I needed it. What helped me the most was remembering that this is just a job and my performance does not really reflect on me personally. It reflects on the company and my manager. The just a job mindset allowed me to slowly come out of my perfection paralysis and just go thru the motions to get shit done. Asking for help is just one of the motions you have to go through to get a case solved.

You're not bad at your job or bad at tech, your company and manager have failed you. You didn't get the training you should have gotten and I bet your team is understaffed and the other people on your team are undertrained as well.

I'd recommend letting your manager know that you need help and you aren't sure who to ask. If they don't know the answer, hopefully they can help you find someone who can help. It's important for your manager to know if you don't have the resources you need to do your job. It's their job to help you succeed. And they need to know if you need better training or if they need to hire more people.

I finally got out of the support job and moved on to a much higher paying and less stressful job in tech in August of this year. You can do it too if that's what you want!

Let me know if you want to chat via DM. I know the struggle very well and I feel your pain!