It is the fault of the "lowest level employees" that they're rude, hostile, and short with everyone. Unfortunately I don't think most American citizens really

It is the fault of the "lowest level employees" that they're rude, hostile, and short with everyone. Unfortunately I don't think most American citizens really get to see the true face of their immigration officials. I've actually had them talk to me in a way that in any other "service" industry I would have made a complaint (but you cannot due to the power inequality, and the risk that they would add a "note" to your file). So I eat it. But they're really rude, and it has nothing to do with their job. Most other countries manage to get just as much information about you and make exactly the same decisions without acting that way. But police/immigration/etc in the US is kind of militaristic and authoritarian even at the best of times...