User Support Engineer – Mobile App

About the role

MWDN, a global IT outstaffing company, is recruiting a User Support Engineer for a new Israel-based startup building a mobile-first app for micro dramas (short scripted series for smartphones). The role owns the entire support function, handling tickets, payments and subscriptions, and is open to remote work.

Key responsibilities

• Handle requests via in-app chat, email and web forms, writing clear, empathetic responses in English
• Troubleshoot playback, login, account access and app issues, collecting device details, screenshots and reproduction steps
• Help with coin purchases, missing paid content, cancellations, billing questions and refunds, verifying purchase channels and transaction status
• Categorize and prioritize tickets, keep accurate records and escalate cases with full context, following up until resolved
• Use the helpdesk, macros, workflows and AI-assisted tools, checking AI-generated answers against guidance before sending
• Update FAQs and knowledge base articles, report recurring issues and suggest improvements to the support lead
• Meet response-time, resolution and quality targets, apply QA feedback and follow privacy and account-verification procedures

Required profile

• 4+ years of experience in customer support or a customer-facing role, ideally for a mobile app or digital product
• Fluent English with excellent written and verbal communication, able to explain technical or billing issues clearly
• Ability to investigate technical issues, follow troubleshooting guidance and write clear bug reports
• Strong organization, attention to detail and customer empathy
• Nice to have: experience in mobile entertainment, streaming or gaming

Required skills

• Hands-on ticket handling in Zendesk, Intercom or a similar platform (statuses, tags, macros, escalations)
• Supporting payments and subscriptions, including purchase verification, cancellation and refunds; familiarity with Paddle, Apple in-app purchases or Google Play
• Nice to have: AI-assisted support tools, macros, help articles, Braze or Mixpanel, app-store reviews

What we offer

• Flexible working hours and 29 days of PTO (18 working days plus national holidays)
• 10 paid recovery days
• Financial and legal support for independent contractors
• Free English classes and dedicated HR support

The process starts with an intro call with a recruiter, then an intro with the client, a tech interview, a home assignment and an offer.