User Support Engineer

MWDN•Madrid, MD

About The Position

MWDN is seeking a passionate, resourceful User Support Engineer to own the entire support function for an early-stage, Israel-based startup developing a mobile-first app for short scripted micro-dramas. The product features episodes lasting approximately 1 to 1.5 minutes and is backed by an investor. The role supports a digital entertainment product and involves helping users across in-app chat, email, and web forms, troubleshooting technical issues, resolving payment and subscription questions, and maintaining high-quality support records and documentation. The engineer will manage tickets from initial contact through resolution or escalation, investigate playback, login, account-access, and app issues, and handle questions involving coin purchases, missing paid content, cancellations, billing, and refunds. The role uses a helpdesk platform, approved macros and workflows, and AI-assisted tools. The engineer is expected to check AI-generated responses for accuracy, follow privacy and account-verification procedures, meet agreed response-time, resolution, and quality targets, and share recurring issues and improvement ideas with the support lead.

Requirements

At least 4 years of experience in customer support or a customer-facing role, ideally supporting a mobile app or digital product.
Fluent English, with excellent written and verbal communication skills and the ability to explain technical or billing issues clearly.
Hands-on experience handling tickets in 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, including the ability to manage a busy queue, follow priorities, and maintain accurate case records.
Customer empathy, sound judgment, and willingness to seek clarification or escalate cases beyond their access or authority.
Comfort learning new tools and using approved AI assistance while taking responsibility for the accuracy of the work.

Nice To Haves

Experience in mobile entertainment, streaming, or gaming.
Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements.
Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel.

Responsibilities

Handle user requests across in-app chat, email, and web forms, providing clear, empathetic, accurate responses in English.
Investigate playback, login, account-access, and app issues by reviewing contact history, following troubleshooting procedures, and collecting device details, screenshots, and reproduction steps.
Assist with coin purchases, missing paid content, cancellations, billing questions, and refund requests; verify purchase channels and transaction status and act within approved policies and permissions.
Categorize and prioritize tickets according to team guidelines, maintain accurate case records and internal notes, and escalate cases with complete context.
Follow up with users and internal teams until required actions are complete.
Use the helpdesk, approved macros, workflows, and AI-assisted tools; verify generated responses against case details and support guidance, and flag inaccurate answers or workflow issues.
Contribute updates to FAQs, knowledge base articles, and internal instructions.
Report recurring issues and suggest practical improvements to the support lead.
Meet agreed response-time, resolution, and quality targets; apply QA feedback and follow privacy and account-verification procedures.
Promptly flag workload issues and case blockers.

Benefits

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.
Career support to help find new project opportunities if a project is not the right fit.
Professional development opportunities and team-building events.
Legal guidance on independent contractor or sole proprietorship status, taxes, and related processes.

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