So the support person is a glorified bot, but we have to be careful not to hurt it's feelings? Honestly I feel for the support guy, but he represents the company. And companies purposely push their support onto social media platforms like twitter - where exactly are unhappy customers supposed to vent their anger?

It? This is an actual person we are talking about. And most people are perfectly capable of handling a mildly stressful situation without acting like a complete jerk to someone.