I'll be honest, I've done my fair share of baffle the end user.
Its *far*far*far* more satisfying to be on that SEV1 conf call at 14:00 with 20 or 30 folks, and be able to say. Okay, fixed it. Especially when 3 previous techs *and* the vendor have all been recommending rebooting and restoring the backed up system image. If you can avoid explaining the finer details before everyone runs away, they assume you did something magical. Mind you, it does have a down side.