Not just CEO. I would say he might have known even less of procedures in detail than middle management. You wouldn’t pardon all Nazis just because Hitler was on top, would you? If what you do willingly is non-ethical even if you don’t call the shots, you are just as bad.
Aren’t we primarily ok with this guy being assassinated because he was the face of a terrible company not because he was CEO in general? If someone from middle management or even low level worker who personally denied this guy′s insurance claim would have been assasinated, would we suddenly feel sorry?
Also remember that people like surgeons or dentists also can be considered ″filthy rich″ by your average Joe standards.
This applies to almost everything tech related whenever there is an official support and non-standard issue. These people (or bots) just follow some script and as soon as there is a bit more complex or non-standard situation, they will have no clue what to do because they are not technical.
As far as Microsoft Support Community goes, if issue is popular there often is a decent answer deeper in thread, do not focus on ″best answer″.
As per this, it seems these Independent Advisors are outsourced by Microsoft from some company called Directly. Answer is from 2019 November so it might be outsourced to different company now. There might be also several. Same happens with at least M365 enterprise support. I have seen supporters from Accenture and other companies.