User Support Engineer

MWDN · Bosnia and Herzegovina · posted today ago

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About this role

Description

MWDN is a global IT outstaffing company with 23+ years of experience that connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We offer opportunities to work on international products in a stable and professional environment.

Why does MWDN rock?

Here’s what you can expect when you join MWDN:

Security: We carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.
Career support: If a project isn’t the right fit, we support you and actively help find new opportunities that match your skills and career goals.
Legal assistance: We provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.
Professional development: We offer English courses and professional growth opportunities, as well as team-building events.

Why choose us? MWDN is ranked among the top 5 IT employers in our region according to DOU. We take pride in our transparency and strong commitment to our team. Curious to learn more? See what our employees say about working with us on DOU.

What is your new project?

Domain: Media and Entertainment

Client Location: Israel

Company size: 11-50 employees

Founded in: 2025

What makes this project exciting?

Our new client is something really innovative! This Israel-based startup is building a mobile-first app for micro dramas - a short, scripted series made for smartphones. Think of it as TikTok with short episodes lasting 1 to 1.5 minutes.

The project already has strong support from an investor who believes in its massive potential. As it is still in the early development stage, this job is your chance to be part of a unique entertainment product. Are you ready to work on something fresh and impactful? Check out the opportunity below!

We are looking for a passionate and resourceful User Support Engineer to own the entire support function

What makes you a great fit

4+ years of experience in customer support or a customer-facing role, ideally supporting a mobile app or digital product.
Fluent English with excellent written and verbal communication and the ability to explain technical or billing issues clearly.
Hands-on experience handling tickets in Zendesk, Intercom or a similar support platform, including statuses, tags, macros, internal notes and escalations.
Experience supporting payments and subscriptions, including purchase verification, cancellation and refund procedures; familiarity with Paddle, Apple in-app purchases or Google Play.
Ability to investigate technical issues, follow troubleshooting guidance and prepare clear bug reports with relevant evidence.
Strong organization and attention to detail, with the ability to manage a busy queue, follow priorities and maintain accurate case records.
Customer empathy, sound judgment and a willingness to ask for clarification or escalate when a case exceeds your access or authority.
Comfort learning new tools and using approved AI assistance while taking responsibility for the accuracy of your work.

Nice-to-have skills

Experience in mobile entertainment, streaming or gaming.
Experience using AI-assisted support tools and contributing to macros, help articles or workflow improvements.
Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel.

Your day-to-day in this position

Customer support: Handle requests across in-app chat, email and web forms. Write clear, empathetic and accurate responses in English, adapting them to the user’s situation.
Technical troubleshooting: Investigate playback, login, account access and app issues. Review contact history, follow troubleshooting procedures, and collect relevant device details, screenshots and reproduction steps.
Payments and subscriptions: Help with coin purchases, missing paid content, cancellations, billing questions and refund requests. Verify the purchase channel and transaction status, and take actions within approved policies and access permissions.
Ticket ownership and escalation: Categorize and prioritize tickets using team guidelines, keep records and internal notes accurate, and escalate with complete context. Follow up with users and internal teams until the required actions are complete.
Support tools and AI: Use the team’s helpdesk, approved macros, workflows and AI-assisted tools. Check generated responses against the case and support guidance before sending, and flag inaccurate answers or workflow issues.
Documentation and feedback: Contribute updates to existing FAQs, knowledge base articles and internal instructions. Report recurring issues and suggest practical improvements to the support lead.
Quality and performance: Meet agreed response-time, resolution and quality targets. Apply QA feedback, follow privacy and account-verification procedures, and flag workload or case blockers promptly.