L2 Support Engineer - (Firebase & Saas)

We are hiring a Support Engineer with 24 years of experience, will be responsible for providing high-quality Level 2 (L2) support and end-to-end ownership of issues raised by users on the application. This role focuses on understanding user problems, reproducing and analyzing issues across environments, coordinating with internal teams, and ensuring clear, timely communication with all stakeholders.

About think bridge :

We are a global digital product development firm that helps growth-stage companies gain the technology sophistication and maturity of leading modern digital businesses. We differentiate ourselves by delivering exceptional quality at scale and speed with our thinkstack accelerators. We started with the vision of being able to build amazing software fast. A new way to build software without any of the compromises that currently plague software development. A new way to focus on the outcomes instead of the tech, tools, methodologies, processes and vanity artifacts.

Why is think bridge a great place to work?

At think bridge, we are not just paving the way for exceptional digital experiences; we're also redefining the future of work. Our "Remote First" philosophy allows you to take a dive into a world where work doesnt tie you down. Were pioneering a Remote First approach, ensuring youre connected, no matter where you are. We foster and encourage a diverse and inclusive work culture where employees feel valued, respected, are encouraged to voice their ideas, have equal opportunities and are treated fairly. We encourage and provide for our employees health and well-being initiating wellness programs, provide mental health resources, and ergonomically designed workspaces to support employees physical and mental health. We understand the value of work-life balance, hence we follow Flexible Work Hours, to ensure they can rejuvenate besides managing their personal commitments without much hassle. At think bridge, it's more than just a job. It's a journey of innovation, growth, and balance. Join us in shaping the future!

think bridge is a place where you can:

1. Think bigger because you have the time, opportunity, and support it takes to dig deeper and tackle larger issues.
2. Move faster because youll be working with experienced, helpful teams who can guide you through challenges, quickly resolve issues, and show you new ways to get things done.
3. Go further because you have the opportunity to grow professionally, add new skills, and take on new responsibilities in an organization that takes a long-term view of every relationship.

think bridge..theres a new way there.

We live by five core values : Outcomes, Quality, Accountability, Communication and Care. This role embodies all five - you'll own outcomes, maintain high technical standards, and communicate effectively across all levels.

Experience Level: Associate-level with a L2 Support Engineer with 24 years' experience with strong expertise in Firebase, Similar Monitoring or Logging platform.

What You'll Do;

As part of the job, you will be required to

• Provide end-to-end L2 support for the application by handling escalated tickets from frontline support and business users.
• Investigate, reproduce, and validate user-reported issues in both UAT and Production environments, ensuring accurate root-cause analysis.
• Explain portal workflows, system behaviour, and functional processes to users in a simple, easy-to-understand way during calls, chats, or email interactions.
• Connect with clients and internal stakeholders via calls and virtual meetings to understand issues, gather clarifications, and guide them on correct portal usage and best practices.
• Collaborate closely with development, QA, and product teams to triage issues, verify fixes, and ensure smooth deployment of resolutions.
• Use Firebase to validate backend data, analyze logs, and troubleshoot discrepancies between user experience and system records.
• Utilise tools such as Microsoft Clarity to review user sessions and behaviour, identify usability issues, and propose improvements to reduce user friction and repeated queries.
• Create and maintain detailed end-user documentation, FAQs, and process guides for all key modules to support self-service and improve adoption.
• Log, track, and update all production issues with clear steps to reproduce, impact assessment, screenshots, and root-cause summaries to support transparency and knowledge sharing.
• Provide timely, proactive communication to users and stakeholders during incidents, including status updates, expected timelines, and post-resolution summaries.
• Support continuous process improvement by identifying recurring issues, analyzing patterns, and recommending preventive measures or product enhancements.
• Demonstrate strong ownership of assigned tickets and user cases, ensuring closure within agreed SLAs and maintaining high user satisfaction.

Work style and behavioral expectations

• Customer-first mindset with empathy, patience, and a focus on building trust with users.
• High attention to detail when capturing issue descriptions, steps, and impact.
• Proactive in sharing knowledge, updating documentation, and participating in internal training or knowledge sessions.
• Flexible to support priority incidents outside regular hours when required, as part of an escalation plan.

What We're Looking For

Must have technical skills

• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent work experience in application support or customer care).
• 24 years of experience in application support, L2 support, or customer care for web or mobile applications.
• Hands-on experience working with tools such as Firebase (for data validation and log analysis) and similar monitoring or logging platforms.
• Familiarity with analyzing user behaviour using session replay or analytics tools (for example, Microsoft Clarity, Hotjar, or similar).
• Strong problem-solving and analytical skills with the ability to quickly understand complex workflows and system behaviour.
• Excellent verbal and written communication skills with the ability to explain technical or process details to non-technical users.
• Proven ability to collaborate effectively with cross-functional teams, including development, QA, product, and business stakeholders.
• Strong documentation skills with experience creating user guides, FAQs, and process documentation.
• Ownership mindset, with the ability to manage priorities, handle pressure during production incidents, and drive issues to closure.

Good to have skills

• Experience supporting SaaS products or customer portals in a B2B or B2C environment.
• Basic understanding of databases, APIs, and web technologies to better troubleshoot application issues.
• Exposure to ticketing systems (such as JIRA, Zendesk, Freshdesk) and incident/problem management practices.
• Prior experience in a care team / customer success / customer experience role with direct user interaction.

Benefits;

What We Offer

• Dedicated Learning & Development Budget: Fuel your growth with a budget dedicated solely to learning.
• Cutting-Edge Projects: Work on exciting projects with the latest technologies
• Employee-Friendly Leave Policy: Recharge with ample leave options designed for a healthy work-life balance.

Work Environment

• Remote-First Culture: At think bridge, we all work from wherever we choose but come together during set hours to collaborate. Using simple online tools, we stay connected and get great work done.
• Leave & Time-off All leaves taken are paid leaves. And all the leave and time off are likely pre-approved leaves intended for planned vacations, personal commitments, or any other needs requiring prior approval.
• Comprehensive Medical & Term Insurance: Full coverage for you and your family peace of mind.
• Work-From-Workweek (WWW): Twice or thrice a year, we come together for One-week sprints to collaborate in person, foster stronger team bonds, and align on goals. All travel expenses are covered in the form of allowance which is called as work week allowance.
• We organize city-wise, company-sponsored local meetupsfun-filled day outings with your colleagues!
• At think bridge, you get reimbursed for approved certifications and short courses that support your role.
• We embrace diversity and ensure equal opportunity for everyone, fostering an inclusive workplace where all voices are valued.

Join think bridge to be part of a purpose-driven, innovation-led organization that invests in your growth and empowers you to build a brighter future.