I've been in GCP support for over 4 years. My opinions are my own. I try to stay as impartial as I can about my employer. I know there are a lot of valid criticisms to be made about GCP. As one of the people often bearing the brunt of the fallout whenever there is a painful outage or deprecation, I share some of them.

But it never gets easy to read posts like this. This one appears to be a collection of old hacker news posts. And I can't help but think about all the posts that are never written, submitted, or upvoted about every time someone had a good experience with support. No one talks about their GCE VMs with years of uptime.

I'll spend hours on video calls with customers, going through logs, packet captures, perf profiles, core dumps, reading their code, conducting tests. Unpacking the tangled web until the problem is obvious. It's always a good feeling when we get to the end, and you get to reveal it like the end of a mystery novel. For me, that's the good part. Sometimes it takes a couple of hours. Sometimes weeks. Months even. And then the customer goes on with their life, as they should.

That's how it always should work. But no one talks about when a process works the way it's supposed to. People want to read about failures. And trade their own analyses about why that failure happened and how Google is fundamentally broken for these N simple reasons.

I don't want to diminish the negative stories as they are about people who went through real pain. I also realize that I'm just one person, and I can only work with so many customers in my time here. I'm not sure where I'm going with this.

I guess what I'm trying to say is, keep an open mind. This is a highly competitive field. There are strong incentives for GCP to listen to its customers.