jgc is not a "random" Cloudflare person ;)
It shouldn't matter, and it should not be required, that someone "known and important" within an organisation decides to start doing hands on tech support in social media following a PR disaster.
If "jgc" is actually someone important within this company then maybe after fixing this issue, they can then go fiox their tech support by setting up and ombudsman and get their PR disasters off the front page of HN.
What’s a recent development is the complete lack of support when shit goes south. Back when you were interacting with real reps you had people that could see when stuff was obviously wrong and escalate appropriately.