My question is genuine since I've already contacted support twice for different reasons but I never got any answer from them.   Has someone ever got help from itch support?

Please read the rules of this category. They tell you what to do in such cases. Or you could look at other topics and see what people did in a similar situation.

I made contact with them back in February. It took a little over 3 weeks, including a point at the 1 week mark where I posted on these forums with a support ticket to ask what was up.

My impression is that they exist in theory, but they're wildly understaffed for the size that itch has reached.

Yes, I've gotten help from itch support - but they simply handled the query and did not engage in conversation with me about it.  At the time it appeared they had a backlog of about 2 - 3 weeks on support tickets.