I worked at Squarespace for two years as a developer. Neither support nor engineering needs a password to diagnose and fix problems. I can't actually think of a

I worked at Squarespace for two years as a developer. Neither support nor engineering needs a password to diagnose and fix problems. I can't actually think of anything on the system that would require this so my first thought is that the support rep's machine or account has been compromised. Could also be an extremely poor decision on the rep's part but I never ran across another case in a couple hundred escalated issues.