When I worked there support was under intense pressure to respond to tickets quickly.
Not nearly as much pressure to respond correctly.
To clarify and reiterate--employees who responded to tickets quickly were praised, even though there response contained half truths or outright falsehoods. If someone took 15-60 minutes ( or more ) to deep dive into an issue for a real fix for a customer, they were shamed and got a talking to.
A customer warned Linode team about the exposed CF folder. CEO aggressively shrugged it off. "That doesn't matter, it's nothing, that's a non issue." Dev who was a bit of a suck up parroted the same telling support to shut up about it. This was six months before HTP happened.
Not nearly as much pressure to respond correctly.
To clarify and reiterate--employees who responded to tickets quickly were praised, even though there response contained half truths or outright falsehoods. If someone took 15-60 minutes ( or more ) to deep dive into an issue for a real fix for a customer, they were shamed and got a talking to.