Route 53 means the automation of a lot of stuff we did manually before. It's used by our Infrastructure team and some other small teams when in development. The business problems that it solves were related to speed in new deployments of entries, change entries, set up new domains, and being faster than before.
- Web interface
- The many options to set up new entries
- Fast, really fast
- No more editing files
- Add not only domain zones but domain names
- The new interface--the old one was better.
- The import process is very good but it could connect to the current DNS server if available and import too.
Amazon Route 53 is very good if your team is big or small. For a single person to manage it, if you know what are you doing, you'll notice that it is faster than BIND to manage, for example, no need to add a serial number, and edit entries are also very fast. The only scenario where I think it's less appropriate is when you don't want to spend money dealing with DNS. But, even in that, the price of a single machine is not cheaper than to set up an AWS account and a new DNS zone.
Until today, I have never needed support to Route53 because the documentation is great. But, I have needed it for other services. And they're near perfect always. Except that they don't have Portuguese support yet and they're sometimes slow to answer (48 hours in non-critical ones, in two tickets). But usually, they're amazing!