Hmm it's essentially a card collecting game. I don't really know why I've played it for so long but I did join one of the top fleets (I'm actually one of their officers) so that certainly helped.
There's not a whole lot of skill based activities in the game. There's a pretty basic semi turn based ship PvP. Events are somewhat skill based in the sense that there's a strategic way to use your resources and paid resources to get the best rank.
But it's mostly about collecting and leveling the cards.
Edit: bit more detail. The main mechanic is collect cards (characters from ST universe). Cards have different traits and skills (examples: Captain Kirk has the Captain trait and command skill). Cards have different rarities and rarer cards have higher skill values. Use different cards to unlock story missions, use them to crew ships for PvP, send them on timed missions that give rewards, and use them events every week.
The in app purchases are the main draw. Every week they release an event with the chance to obtain the highest rarity card. You can pay outright to get the cards for the event or compete to get them for free. You compete with other players to gain rank. Higher rank = higher reward. Top1k get 1 copy of the highest rarity card. Right now we're in the last week of a mega event where every week has been Star Trek Discovery crew. In app purchases seem high priced for players who haven't tried this sort of game before, but are relatively low with a high chance of getting the top rarity card compared to other collecting games.
There's one main currency that's paid, there's a $5 monthly pas that gives you a decent amount every day. Enough to give you a pull on the event every week. It's not really required to be used in the game and free to play players can still get quite far. We have F2P players ranking Top100 in events some times.
You mentioned support, not sure what you mean (like supported device or customer support). For devices I've played this game on a bunch of different devices and emulators, works pretty reliably on all of them. For customer support, I generally haven't had any issue with them and have sent TONS of tickets. The game can be a bit buggy when updates come out but nothing adversely game breaking has happened. Generally I bug support about the game being unfair and not giving resources I should've gotten or something small like that. They take a day or two to get back to you which is better than other similar games, in my experience.
Ask me if you have any other questions. Otherwise check it out if you're a fan of the franchise.