Andrew, Firebase is great, you did a great job and looks like you are continuing to do so by engaging directly like now. Having said that, it's time you, your team or even the entire google start looking seriously at automating your support workflow. How on earth can such a popular product ignore support requests, whether it's via email or any other medium?, especially for paying users. You should have a CRM/CSM tool that should automatically assign tickets based on the email received and if not resolved within a time period should escalate directly to senior person(s) until it's acted upon.