My advice is if you are looking for a quick and accurate answer ask to have the trouble ticket elevated immediately and to speak with an engineer that will recognize your knowledge and speak with you on your level.

I typically request to speak with an engineer when I find myself detecting an inexperienced support person.

In one of my internship, I got to befriend a level 2 tech support, so learned a couple thing of how it worked (in that company). Level 1 was out-sourced, and they had a script to go from, regularly updated. From statistics, this took care of 90% of issues. Level 2 was a double handful of tech people, they had basic troubleshooting tools and knowledge and would solve 90% of the remaining issues. Level 3 was the engineering department (where I was), and as a result of level 1 and 2 efficiency less than 1% of issues ever got escalated. The process worked!

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