Many of the tier 1 GCP support reps work for external vendors nowadays, which is probably part of the problem. During my time on the GCE team (note I don't wor

Many of the tier 1 GCP support reps work for external vendors nowadays, which is probably part of the problem. During my time on the GCE team (note I don't work at Google now) I knew multiple full-time Google employee support reps, including some still at the company. They have the good attitude and deep knowledge you'd hope for. The problem is simply about how Google scales their GCP support org. To be completely clear, AWS support is by and large not great either. If you're a big or strategically important customer, of course, you can get a good response from either company.