Personally, I have seen Amy support people left and right on this forum whether it's regarding her own mods or support in general. Yes, she is busy but has always made time to work in the general public and behind the scenes and IMO is a great fit in the customer service area as well as many other areas she doesn't get credit for.
Supporting the new people is important as well but there also must be some diligence on their part to use the search buton and post their questions publically as opposed to PM's, this way the answers are out there for everyone.
As for Paul, he's right to the point that's just his nature. However, he will always help anyone who asks for it one way or the other. He just doesn't pussy foot around about it