I work with several SaaS vendors that have their entire professional support staff (architects, developers, admins) in India or Mexico. Things started okay but things have gone down hill quickly with almost all of them.

I don't see this trend of outsourced tech talent ending well. The people can do the work as long as it follows specific use cases and templates that they are familiar with and trained on. The second a nuanced use case, integration or other solution is needed the platforms own experts become darn near useless. Organizations like mine are relying more and more on in-house staff and training and less and less on support contracts that have sent their talent abroad.