[sdiacom]

Why shouldn't tier-1 support be able to forward this to someone who is the slightest bit technical, who can then make the call to report this to the relevant security team?

There's no reason why tier-1 support has to be this irredeemably useless. Just put someone in the loop who knows when _not_ to blindly follow a script. It really isn't that hard.

[m000]

> There's no reason why tier-1 support has to be this irredeemably useless.

There is. They're probably non-Google employees, leased en-masse from the cheapest support center Google could find.

[bouke]

has vs would

It is a deliberate choice to offer inferior support that isn’t able to deal with security issues.

[PeledYuval]

I agree with you. I tried really hard to get this escalated. Tier 1 seem to have absolutely no ability to escalate tickets. It's a cost-saving decision for sure, and it feels really bad to fall between the cracks due to it