For sure. Social engineering attacks on human support staff are common and well known, but the skill floor is non-trivial; you need to actually be able to convi

For sure. Social engineering attacks on human support staff are common and well known, but the skill floor is non-trivial; you need to actually be able to convince a human of your ruse. Having a support agent likely made it easier to enumerate the vuln, and certainly made it easier to scale out exploitation once it was discovered.