[jacobolus]

I believe the “neckbearding” referred to berating this poor support staffer for his/her lack of technical expertise. The guy/gal was pretty clearly doing the best he/she could, and the responses from the “security conscious” user could have conveyed the same message with a lot less condescension.

[cbs]

The guy/gal was pretty clearly doing the best he/she could

Awww... The little guy was doing his best. Oh, wait. You're not talking about a puppy? but the customer-facing front of a company?

[pork]

Strangely, qualified engineers and security experts keep turning down the consumer-facing support jobs.