User Support Engineer

MWDN

. Own the entire support function for a mobile-first micro-drama entertainment app .

Posted 10/27/2026full-timeRemote • North MacedoniaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support for mobile applications, with a strong focus on troubleshooting technical issues, managing customer inquiries, and maintaining accurate records. Proficient in using support platforms and AI-assisted tools to enhance service quality and efficiency.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencyTechnical Issue InvestigationPayment Support ExperienceFluent English Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting ProceduresBug ReportingPurchase VerificationCancellations ManagementRefund ProcessingTicket CategorizationResponse Time ManagementQuality Assurance FeedbackAttention to DetailOrganizational Skills

Soft Skills

Customer EmpathySound JudgmentClear CommunicationAdaptabilityWillingness to Escalate

Tools & Technologies

ZendeskIntercomAI-Assisted ToolsPaddleApple In-App PurchasesGoogle PlayBrazeMixpanel

Industry Keywords

Mobile App SupportDigital Product SupportStreamingGamingHelp ArticlesWorkflow Improvements

About the role

Key responsibilities & impact

Own the entire support function for a mobile-first micro-drama entertainment app
Handle customer requests across in-app chat, email, and web forms in English
Adapt clear, empathetic, and accurate responses to each user’s situation
Investigate playback, login, account access, and app issues
Review contact history and follow troubleshooting procedures
Collect device details, screenshots, and reproduction steps
Support coin purchases, missing paid content, cancellations, billing questions, and refund requests
Verify purchase channels and transaction statuses
Take payment-related actions within approved policies and access permissions
Categorize and prioritize tickets according to team guidelines
Maintain accurate records and internal notes
Escalate tickets with complete context and follow up with users and internal teams until resolution
Use the helpdesk, approved macros, workflows, and AI-assisted tools
Review AI-generated responses against case details and support guidance before sending
Flag inaccurate answers and workflow issues
Update FAQs, knowledge-base articles, and internal instructions
Report recurring issues and suggest practical improvements to the support lead
Meet response-time, resolution, and quality targets
Apply QA feedback and follow privacy and account-verification procedures
Promptly flag workload or case blockers

Requirements

What you’ll need

4+ years of experience in customer support or a customer-facing role
Ideally, experience supporting a mobile app or digital product
Fluent English with excellent written and verbal communication
Ability to explain technical or billing issues clearly
Hands-on experience with Zendesk, Intercom, or a similar support platform, including statuses, tags, macros, internal notes, and escalations
Experience supporting payments and subscriptions, including purchase verification, cancellations, and refunds
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
Ability to manage a busy queue, follow priorities, and maintain accurate case records
Customer empathy, sound judgment, and willingness to ask for clarification or escalate cases beyond access or authority
Comfort learning new tools and using approved AI assistance while taking responsibility for work accuracy
Experience in mobile entertainment, streaming, or gaming is a nice-to-have
Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements is a nice-to-have
Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is a nice-to-have

Benefits

Comp & perks

Security through careful client vetting to minimize risks and ensure reliability and timely payments
Career support and assistance finding new opportunities if a project is not the right fit
Legal guidance for independent contractor or sole proprietorship status, taxes, and related processes
English courses and professional growth opportunities
Team-building events
Flexible working hours
29 days of PTO (18 working days per year plus all national holidays)
10 paid recovery days
Full financial and legal support for independent contractors
Free English classes with native speakers or Ukrainian teachers
Dedicated HR support