What does "social engineering" refer to in the context of technical support?

Social engineering in the context of technical support refers to the manipulation of individuals into divulging confidential information or performing actions that compromise security. This technique exploits psychological aspects of human behavior rather than technical vulnerabilities. For example, a social engineer may impersonate a trusted figure or authority to gain access to sensitive information, such as passwords or personal identification information.

In this context, the focus is on how attackers can deceive individuals by building trust or creating urgency, prompting them to act against their better judgment. Understanding social engineering tactics is crucial for technical support professionals because they need to be aware of such risks to protect sensitive data and educate users on safe practices.