I’ve had a similar experience where I could email PMs and we even had Google forward deployed engineers on-site.
The trouble is that their customer service is terrible.
We reported numerous issues and there was no tracking at all. For one UI bug in their webapp, a PM completely disregarded the reproduction instructions I gave him and made me have a half-hour kong Hangout with a remote engineer to prove the bug existed. The engineer even found more bugs while watching my screen.
The sales engineers (solution consultants?) are rather slimey, especially compared to the PMs who often admit when they don’t know something. This one eng kept pushing Dataflow even after we said no 100 times. It appears Google uses Dataflow / Beam internally now (instead of MapReduce) and so I guess at Google you’re dumb if you’re not doing the “correct” thing.
Also frustrating was how much money we wasted due to things like multi-gpu jobs taking 10-15 minutes to start and their GPU hypervisor pausing the whole system for 10-20 seconds incessantly.
If you use GCE, make sure Google is paying for the bloody edges. Get a ton of credits.