Ph.D. Holders in Google-ology
Have you ever called tech service and received help from someone who seemingly doesn’t know more than you do? That’s because, according to the OP, that’s most likely the case. Those who work at IT support centers aren’t the super-tech-savvy developers who make the gadgets we use.
However, that doesn’t mean they can’t answer any of your questions regarding how a product works or what it does. After all, they probably have a huge book of answers for routine questions. And anything they can’t answer, they can easily find on Google. That’s where their real expertise is—in Google-ology, the study of searching for answers on Google.