I'm an engineer on Cloud SQL. Support is much, much different from the wider Google reputation in Cloud[1]. We have a long leash to talk directly to people, and we do: Cloud SQL team, at least, monitors the google-cloud-sql tag on Stack Overflow and replies with help when possible. If you pay, you get telephone access to support reps who have a bunch of experience, and when they can't get something done themselves (rare), they can and do file bug tickets with the engineering team directly to get issues resolved.

We are developers and you are developers, and we're all trying to work towards making cool things :) I don't see that changing any time soon, everyone from in Cloud from Urs down gets it. We have to earn your trust, and we do that be providing the best product we can, interacting in communities directly, providing great support, and not creating vendor lock-in. I wouldn't work on this team if we didn't do those things, because I believe in them as being necessary parts much as you do.

[1] I can't speak to the rest of the company because I don't have experience with it, but I had very good support experience with Play too, so it's my hope that support in general at Google has turned a significant corner in recent years.