@chpalmer
WOW! At least I have worked in an cable head end. I find I tend to know more about some of the things than the "support" people do. Then again, half a century of experience in telecom, computers and networks may contribute to that. When I had a problem with IPv6 about 3 years ago, I found I had to teach even 2nd level support and a senior tech the finer points about it.
BTW, I used to do 3rd level support at IBM.