Going to weigh in on this thread as well as I've been experiencing horrible packet loss to both of the NA servers starting around 8pm PST, and generally running well after 10pm-midnight. Generally, the packet loss can be mitigated by hopping around various locations until I find a route that does not pass through the troubled link.

pathping 204.2.229.9

Tracing route to 204.2.229.9 over a maximum of 30 hops

0 [192.168.1.X]
1 192.168.1.1
2 10.97.200.1
3 100.127.78.148
4 204.2.229.9

Computing statistics for 100 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 [192.168.1.X]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
0/ 100 = 0% |
2 7ms 0/ 100 = 0% 0/ 100 = 0% 10.97.200.1
0/ 100 = 0% |
3 9ms 0/ 100 = 0% 0/ 100 = 0% 100.127.78.148
13/ 100 = 13% |
4 54ms 13/ 100 = 13% 0/ 100 = 0% 204.2.229.9

Trace complete.

In the above pathping, you can see that the packet loss(~13%) occurs on the link between 100.127.78.148 (NSlookup unsuccessful), and 204.2.229.9 (the Aether Data Center). Many ping tools will show the packet loss AT the data center itself, but this isn't the whole story. There is a bad, noisy or congested link leading to the data center.

Further detail:
Hop 0 - My PC to my Router
Hop 1 - My Router to my Modem
Hop 2 - My Modem to one of my ISP's nodes. (likely a localized trunk of some sort)
Hop 3 - My ISP node to 100.127.78.148 (This is a bogon IP range... likely a carrier grade NAT. See https://en.wikipedia.org/wiki/Reserved_IP_addresses for more details)
Hop 4 - 100.127.78.148 to Aether Data Center

There is some piece of hardware or cabling starting to go bad either in your data center, or suspiciously close to it.

Final note: This issue was pervasive around Oct/Nov of 2017 for me, and cleared up around Jan/Feb of 2018. I've had a few intermittent cases since, but this has been a sustained period of packet loss for myself and others. Please let me know if there is anything I can do to help your techs troubleshoot.