How to hire for technical support roles?

I loved handling support when our company was smaller, but now we're at a growth stage where it's best that I hire someone to help handle this role.

My problem is that a lot of the support requests we get often require some technical savvy, such as: modifying our prod db most of the time, debugging code to figure out why something appears the way it does, writing one-off ruby scripts, and manipulating large text files in vscode. There's enough variation where I can't easily bake this into an admin UI without spending a lot of time, but I'm trying to free up my time with this hire.

Do I just bite the bullet and devote the next quarter or two building out incredibly robust, domain-specific admin tools and hope the time I spent building it pays off later? I could hire someone technical to manage the role, but I'm also wary of giving other people prod db access (perhaps I'm being unreasonable?), and technical support hires will cost a higher premium compared to a typical support hire.

Is this typical of other indie SaaS companies, and if so, how do they end up navigating this problem? Thanks in advance!