> who should not be expected to ever know even the minimum about the underlying tech
I have worked in this industry for long enough to know that even assuming a minimum of knowledge at all is a bad idea. You can fight this fight as you want, but this comment has nothing in it to convince be otherwise.
(12 years of corporate IT support experience and 40 years working with tech in general)
Because it's human nature to only care about details that you believe you need to know in order to manage some part of your life.
If you don't see a clear and immediate value in learning something, you won't. No matter what anyone else says or does to try and convince you, you won't.
Then you get burned by something you didn't know, and there's a 50/50 chance you'll learn about it then, and only if you're convinced that it's something YOU have to do, that can't be managed for you.
And most people resent having to learn that much.
I no longer try to convince anyone of anything tech related. And rarely answer much when I am asked, unless I can see that the person is truly interested, not just curious about some buzzword.
Not the original person but: In one company I had built a reporting system. An end user generated a report and contacted support. The report contained a column that they didn't understand the meaning of..... The column was "Date" and it was the date that had occurred. They suggested that we explained that in the generated report because it was confusing. This was a medical professional.
I have worked in this industry for long enough to know that even assuming a minimum of knowledge at all is a bad idea. You can fight this fight as you want, but this comment has nothing in it to convince be otherwise.