Commenting on mobile - but no, GCP support is not outsourced. I deal with and am good friends with some of those on the frontline for GCP support - that team works a few cubicles down from me, and from what I've seen incredibly passionate about providing stellar support.

Are you sure you didn't perhaps just talk to a Googler who happened to be Indian? It's possible I'm misreading tone on the go - but 1. Google is very multicultural, 2. As a non-white, I admit I can be a little touchy when people assume things about technical chops based on your race, or what accent your English is.

Regarding the fact you felt the person you dealt with wasn't well informed, that's not good to hear. Do you want to 1:1 details to me?

Also, I assume you've purchased GCP support right? That's a paid offering, and having dealt with them as an outsider, they're pretty decent (I mean, you are paying them...). I only ask because sometimes people post in public forums and assume they're dealing with official support. Our actual enterprise support teams are separate.