I spent a few years at a startup and answered many support tickets. My favorite people were those that would break things, and then get irate that you were "as

I spent a few years at a startup and answered many support tickets. My favorite people were those that would break things, and then get irate that you were "asking questions and not solving problems." One great example was an admin that claimed our software wasn't working properly. After some prompting, he let me know that things were timing out with symptoms that matched an inability to contact the database server. I asked if they'd changed anything on their end, and the answer was "no". Trying to dig in further just made him more irate. After several more minutes of me asking questions and him getting increasingly mad, he proudly announced that he solved the problem. When I asked him how, he said that he turned off the firewall. I then asked if they'd changed anything on the firewall recently that could have affected the connection between server and DB, and he said no there were no changes. When I pressed to ask if he was sure, he responded that there couldn't have been any changes because they'd just installed the firewall earlier in the day. I took a deep breath, told him I was happy his issue was resolved, and wished him a great day. I then took a break from going through the support escalation queue.