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 candidates comfortable learning new tools and using approved AI assistance.

Key responsibilities

• Handle requests via in-app chat, email and web forms, writing clear, empathetic responses in English
• Investigate 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 responses 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

• Tickets in Zendesk, Intercom or a similar platform (statuses, tags, macros, escalations)
• Payments and subscriptions, including Paddle, Apple in-app purchases or Google Play
• Nice to have: AI-assisted support tools, Braze or Mixpanel, support reports and 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
• English classes and professional development

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.