The problem is here: >As a infosec professional by trade, I just can’t believe how easy this was. Billion dollar company with absolutely no security awareness

The problem is here: >As a infosec professional by trade, I just can’t believe how easy this was. Billion dollar company with absolutely no security awareness passed down to there techs They aren't 'techs' manning the support chats. They are (often outsourced) lower skilled workers that follow a script and routine... if anything falls out of that script they are lost.