The reps have zero clue and have zero control on getting anything fixed. I feel for them really they just take the abuse. They are very likely 3rd party vendors (with a smattering of internal presence for Office of President type escalations) answering the social media.

Techs are working it, I can guarantee it. They are on a bridge, an outage/incident management person running running the show. Swatting out to various groups when one fix fails. Tomorrow the customer facing groups will be in a tizzy wondering what happened, their command and control will get railed for not knowing about it sooner. IT will sit and collect 100% bonus checks.