TCP was designed to support end to end connections, that is, one host communicating directly with another host. Sure, there were bridges and routers in between, but those devices didn’t touch the TCP header or the payload.
When you contact customer support with a problem, the typical goal is to get it resolved FAST. I have observed that in many instances the initial contact with support coordination makes a fast resolution much less likely. This blog provides some tips to help speed up problem resolution.