I used the term loosely and in ""s. I don't know how the internal structure within Blizzard works exactly nor am I required to. Whether they are called specialists, experts, technicians, etc, doesn't impact OP's need to have the problem solved and her question answered. :) From OP's point of view, it's equally irrelevant whether the ticket goes first to a senior GM who contacts technical support or directly from GM to technical support. Or it could do both.
Over the years, I have had several jobs. And many of them required me to report things to people on several levels of organization. In one, certain things were reported to the chief of the construction who despite being a higher up, wasn't my boss and didn't in fact even work for the same company I did. One of his employees lead the actual construction work and I worked in close co-operation with him, because I was usually best informed about delivery time tables of certain components and other such matters. On day to day basis, I did my best to keep him informed of any potential or known problems. Because I didn't have authorization to directly make certain larger purchases, I needed to report those needs to a co-worker, who was actually my junior, but part of my boss's family. On occasion, my boss required me to report on certain things, even though I had already reported them to the most relevant people. And in a few exceptionally difficult cases I had bypass my boss and report directly to our mother company in another country, because in addition to my boss, only I spoke, read and wrote sufficiently good German. However, my report there didn't go to any boss, but a secretary who was technically below me as far as actual "rank" goes.
So, from where I was standing, information on certain difficulties went up, sideways AND down despite the fact that our local organizational structure effectively put me in charge of an area that did not have anyone "below" me. Boss's secretary, who was responsible for most of the bookkeeping, salaries, bills, invoices and so on, often required my help because she could not authorize certain payments before I had reported that the goods had arrived as billed. Germans are generally very accurate, but things don't always go as intended, especially since we often bought slightly unusually sized items. For example, for certain item types usually ended in -10, -40, -60 or -120, any even ten basically... but we had to buy -8s, -16s, and -24s for some projects. At first, item body size were 4, 7 and 10, but then they decided to make a type 24, which was actually a lot smaller than 7 or 10 and not as wide, but longer than a 4.
The unusual sizes weren't needed very often, so they were not kept in stock here and had to be custom ordered, because they generally weren't stocked at the German plant either. We bought and used a fairly large number for a big order. A few months later, we got another special order, but this one required somewhat smaller units, but in larger quantity. When I went through the shipping manifest, the related invoice and my inventory records I noticed that something didn't match. After a significant amount of work, I finally found out that not only had we been overcharged for the previous unusual delivery, but that current one wasn't correct either. In the end, I saved my boss the equalent of almost two years worth of my salary.
Not only did my boss refuse my request for a small raise (which I felt I had earned), but as a "thank you", a few months later I got fired after I refused to quit. And I couldn't quit, because I knew the work situation was bleak and quitting would have meant a loss of at least 3, possibly 6 months worth of unemployment benefits. When they asked me, I said I would find a few things out (which I did, among those that no benefits period) and get back to them the next day. The next day I told them quite up front, that if they wanted me to quit, I expected to get a minimum of 3 months full salary up front. My boss's mother who liked to meddle in her son's affairs, laughed at me. Barely half an hour later I had a paper in my hand stating that my employment had been terminated. I spent the next few days cleaning up my desk and trying to get my co-workers up to date so that system wouldn't collapse completely. Less than two weeks later I was told that I didn't need to come any more despite the fact that severance time was one month, because I had already been around a fairly long time.
Some time afterwards (something like 3 or 4 months later) the secretary called and asked me about certain things involving the inventory and value added tax. I told her that my inventory records were as good as I could manage and reminded her that she had personally approved that particular format. She was not happy with the reply, because somehow someone else had managed to make a mess (as far as I could understand by including the VAT part of value of locally bought items to the total inventory values, making a big mess of the bookkeeping) and blaming me for the error, despite the fact that I had an extra cell clearly stating the VAT's share, which is not part of the value of the inventory, but is an integral part of how much it originally cost.
Even later, she called me again, this time to ask whether I could return for a limited period due to an extended sick leave. A few phonecalls were made, but in the end it didn't work out at all. I basically got an offer to do an even harder job with less pay than I had gotten previously. This time, it was my turn to laugh. I told her that the offer was an insult, because even my previous salary had been below what one was usually paid in similar position without bonuses for language skills (my typical day required me to use three, more rarely four). My salary had gotten stuck at 1200 euros / month for over 2 years. Typical starting salary was something like 1534+ and someone with bit of extra responsibility and skills in a slightly bigger company could get 2300+ after a year or two.
Just out curiosity I googled a few things. My old boss is still about as is his mother, but most of the people I knew are gone and the company has changed hands and name at least twice since I got kicked out. Also, the other company seems to have fused with the one I used to work for. Stranger things have happened... but I guess the one constant of human life is change, ups and downs... and sometimes.... sideways. :D