Support Engineer

• Own the entire support function for a mobile-first micro-drama entertainment app
• Handle customer requests through in-app chat, email, and web forms
• Write clear, empathetic, and accurate responses in English
• Investigate playback, login, account access, and app issues
• Review contact history and collect device details, screenshots, and reproduction steps
• Support coin purchases, missing paid content, cancellations, billing questions, and refund requests
• Verify purchase channels and transaction status and take actions within approved policies and permissions
• Categorize and prioritize tickets, maintain accurate records and internal notes, and escalate with complete context
• Follow up with users and internal teams until required actions are complete
• Use helpdesk tools, approved macros, workflows, and AI-assisted tools; verify generated responses before sending
• Contribute to FAQs, knowledge base articles, and internal instructions
• Report recurring issues and suggest improvements to the support lead
• Meet response-time, resolution, and quality targets
• Apply QA feedback, follow privacy and account-verification procedures, and flag workload or case blockers

Explore User Support Engineer at MWDN. Review requirements and application details.