How old is your Fitbit? Probably, the battery cannot supply enough power as it's too old. If the battery is old, and the device is asking too much power, the battery might not be able to provide it, and the device powers off. This is common with every battery and device (classic example: an old phone that turns off when you make a call or do anything that is power intensive). Consider that, with time, the capacity of the battery decreases. This means that you see 100%, but it's actually something like 90% after one year, 80% after 2 years and so on. Also, the capacity of handling a spike in the power consumption, like when you turn on the GPS, decreases. The speed at which it deteriorates depends on your usage. If you use GPS every day, it will deteriorate faster. Check with support as you've been advised but, if that is the case and your tracker is not covered by the warranty, you might want to replace it with a new device or use Connected GPS, which uses the GPS in your phone, saving the tracker's battery.
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