User Support Engineer
Employer · MWDN
Help desk technician
Enquiry clerkContact centre agentFlexibleFull-timeBudapest
MWDN is looking for a passionate and resourceful User Support Engineer to own the entire support function for an innovative mobile-first app startup for micro dramas based in Israel.
Tasks
- Customer support: Handle requests across in-app chat, email and web forms. Write clear, empathetic and accurate responses in English, adapting them to the user's situation.
- Technical troubleshooting: Investigate playback, login, account access and app issues. Review contact history, follow troubleshooting procedures, and collect relevant device details, screenshots and reproduction steps.
- Payments and subscriptions: Help with coin purchases, missing paid content, cancellations, billing questions and refund requests. Verify the purchase channel and transaction status, and take actions within approved policies and access permissions.
- Ticket ownership and escalation: Categorize and prioritize tickets using team guidelines, keep records and internal notes accurate, and escalate with complete context. Follow up with users and internal teams until the required actions are complete.
- Support tools and AI: Use the team's helpdesk, approved macros, workflows and AI-assisted tools. Check generated responses against the case and support guidance before sending, and flag inaccurate answers or workflow issues.
- Documentation and feedback: Contribute updates to existing FAQs, knowledge base articles and internal instructions. Report recurring issues and suggest practical improvements to the support lead.
- Quality and performance: Meet agreed response-time, resolution and quality targets. Apply QA feedback, follow privacy and account-verification procedures, and flag workload or case blockers promptly.
Conditions & benefits
People-first managementPeople-first management with minimal bureaucracyCompany cultureA friendly company culture, proven by employees who choose to returnFlexible working hoursFlexible working hoursPaid time off29 days of PTO (18 working days per year plus all national holidays)Recovery days10 paid recovery daysFinancial and legal supportFull financial and legal support for independent contractorsEnglish classesFree English classes, with native speakers or Ukrainian teachersHR supportDedicated HR support
Requirements
- 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 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, cancellation and refund procedures; 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, with the ability to manage a busy queue, follow priorities and maintain accurate case records.
- Customer empathy, sound judgment and a willingness to ask for clarification or escalate when a case exceeds your access or authority.
- Comfort learning new tools and using approved AI assistance while taking responsibility for the accuracy of your work.