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The real problem is most definitely not the support rep. They don’t really go off book. This is the process as designed and approved by higher management, not by a low pay first level support (unless you assume they have some top level engineer doing this stuff).

And going off process could make it better... yay, self pat on the back. But it could make it worse in which case I see unemployment in the support rep’s future. So they won’t go that way very often.

Anyone who ever had such a low positioned job knows how it works. At that level your only freedom is to do what you’re told and follow company process.

No, this is the fault of the manager who asked for this process and their manager who approved it. Management isn’t just about picking up a higher paycheck, it’s also to take the accountability for the decisions made under your watch.