Author of the article here. I only thought of the possibility of making a blog post after the case was closed and I started telling my colleagues about it, and realized I would have loved to read about this.

The case was indeed fun to work with, but the main reason why it had such a fast and happy resolution was because the customer was very responsive and very cooperative.

I cannot talk for every Technical Solution Engineer, but I can tell you that I have no particular interest in simply closing a ticket: I want to go down the rabbit hole and solve technical issues, and I know many of my colleagues feel the same.

I am also far from being the most senior or skilled TSE in Google Cloud Support, I just wrote an article about one of most interesting cases I had.