Google pays for support at different tiers from various locations, and the Experts usually have access to second tier support which is usually hosted in the US.

Google pays for support at different tiers from various locations, and the Experts usually have access to second tier support which is usually hosted in the US. They're supposedly ITIL, so they claim to use CSI to solve recurring problems, which is even worse, because now they're not compensating people for skilled non-entry level work. It's mostly nativity and being able to tell their families that they're "working with Google". First tier support is hosted primarily in India where they don't know who or how many are doing the work, and it's nearly impossible to get escalated as a customer to the correct support tier outside of their script. It's frustrating and mostly useless, but they can handle volume changes quickly at sub-human costs.