User Support Engineer – Mobile Entertainment App

About the role

MWDN is recruiting a User Support Engineer to own the entire support function for a new Israeli startup building a mobile-first app for micro dramas (short scripted series for smartphones). The project is in early development and has strong investor backing. The role is remote and involves handling customer requests, troubleshooting and payments.

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, following troubleshooting steps and 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, then follow 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 respect 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 ability to manage a busy queue
• Customer empathy, sound judgment and willingness to escalate when a case exceeds your access or authority

Required skills

• Tickets handled in Zendesk, Intercom or a similar platform (statuses, tags, macros, internal notes, escalations)
• Supporting payments and subscriptions, including purchase verification, cancellation and refunds; familiarity with Paddle, Apple in-app purchases or Google Play
• Nice to have: mobile entertainment, streaming or gaming experience; AI-assisted support tools and macros; Braze or Mixpanel; app-store reviews

What we offer

• Flexible working hours
• 29 days of PTO (18 working days per year plus national holidays) and 10 paid recovery days
• Financial and legal support for independent contractors
• Free English classes and professional development
• 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.