You nailed it. Coming from 8-years of AWS and working on GCP for the last 4, enterprise support is the BIGGEST differentiator IMO between AWS and GCP. GCP's services are usually technical advanced sooner (encryption architecture, various of compliances certification, etc.) and more developer friendlier, their support is absolutely the worst in the industry, opaque, slow and hard to reach, just like the support from any other Google consumer facing products. Google has never been a consumer friendly technology company, probably never will. This is in dire contrast with Amazon, which Bezos claim it always has been a customer focused business.
What about Google support? Nada. They don't even have a direct phone number to reach (requests are sent via email). There are issues that they completely dropped the ball on and provide no updates whatsoever or reluctant to look into or to put a closure on. Day and night difference. (We weren't a $1MM account in terms of total annual GCP spending just yet, we very well could be in the next years I hope.)
Huh, I think most people feel the exact opposite, especially with the comparison between AWS and GCP. GCP has lots of services that are really easy to get set up and running easily by a small Dev shop (Firebase is pretty fantastic in my opinion), while with AWS unless you have some DevOps/networking experts it's a lot harder to do things correctly and securely.
If anything, I think the biggest issue with GCP is they still don't have the "DNA" to do enterprise support at the level large companies expect, while AWS does.