Google is known as an engineering- and automation-driven company. Despite its core product, search, being as mass-market as you can get, Google has historically done a good job at working with developers: quality APIs, good documentation, and true engineering skill.
This focus on engineering has hurt its reputation when it comes to support, customer service, and ability to work with enterprises. However, in recent years that has changed significantly, and it’s only in online techie forums (such as Hacker News), from people who have never interacted with paid Google support, that you see complaints about how it’s impossible to speak to anyone. As a customer of Google Cloud and G Suite — both paid products — I can personally attest to the responsiveness and usually high level of quality when receiving technical support.