While I agree with the automation piece, guessing first.last@google.com is going to get someone a large % of the time. You can reach an engineer or a PM with about 10 minutes of stalking LinkedIn.
I hate google and would NEVER use GCP for anything remotely meaningful (I'd use Azure and even Oracle first). Nevertheless I had a domain issue (through google.Domain ) and I was pleasantly surprised by the customer support. Almost as good as AWs paid support.
Otoh I find AWS quite straightforward, but I've been using it for several years now. Their support is worth their weight in gold.
Also, if you're paying GCP any reasonable amount of money, you have an account manager who will respond in < 24 hours to connect you with the right PM to deal with the issue. Google deals with lots of random humans, GCP mostly deals with actual businesses. As much as I hated the support offshoring Google (and sometimes GCP) did, most actual businesses could get a human fairly quickly.
Answering tickets is partly the kind of support I look for, Azure will get their account managers of my customer connected to me, Both AWS/Azure are okay to come on customer calls with me for a large enough deal. I never got that kind of support from Google.
