User Support Engineer

Description

MWDN is a global IT outstaffing company with 23+ years of experience that connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We offer opportunities to work on international products in a stable and professional environment.

Why does MWDN rock?

Here’s what you can expect when you join MWDN:

• Security: We carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.
• Career support: If a project isn’t the right fit, we support you and actively help find new opportunities that match your skills and career goals.
• Legal assistance: We provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.
• Professional development: We offer English courses and professional growth opportunities, as well as team-building events.

Why choose us? MWDN is ranked among the top 5 IT employers in our region according to DOU. We take pride in our transparency and strong commitment to our team. Curious to learn more? See what our employees say about working with us on DOU.

What is your new project?

Domain: Media and Entertainment

Client Location: Israel

Company size: 11-50 employees

Founded in: 2025

What makes this project exciting?

Our new client is something really innovative! This Israel-based startup is building a mobile-first app for micro dramas - a short, scripted series made for smartphones. Think of it as TikTok with short episodes lasting 1 to 1.5 minutes.

The project already has strong support from an investor who believes in its massive potential. As it is still in the early development stage, this job is your chance to be part of a unique entertainment product. Are you ready to work on something fresh and impactful? Check out the opportunity below!

We are looking for a passionate and resourceful User Support Engineer to own the entire support function

What makes you a great fit

● 4+ years of experience in a customer support role within B2C mobile apps, gaming, or digital media

● Fluent English - excellent written and verbal communication skills, with the ability to represent the brand warmly and professionally.

● Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting.

● Demonstrated experience building and improving support operations, with a strong hands-on approach to automation, workflows, and process optimization.

● Strong technical mindset and hands-on experience building support workflows, automations, macros, tags, AI-powered agents, and knowledge bases.

● Strong analytical skills - comfortable digging into support data to identify trends and present findings to internal stakeholders.

● Highly organized and process-oriented, with the capability to manage high ticket volumes without compromising quality.

● Genuine empathy for users and a passion for solving problems efficiently.

● Experience handling payment and subscription-related support (Paddle, Apple IAP, Google Play).

Nice-to-have skills

● Familiarity with Braze, Mixpanel, or similar CRM/analytics tools.

● Background in building support functions from scratch at a scaling startup.

Your day-to-day in this position

● Support Operations: Handle and resolve support tickets across all channels (in-app, email, web), ensuring fast, high-quality responses that reflect our brand voice.

● Automation & AI Tooling: Design and implement AI-powered support workflows and automation (e.g., Intercom chatbots, macros, auto-routing) to scale coverage without scaling headcount.

● Data-Driven Insights: Analyze support conversation data to identify recurring issues, product pain points, and monetization friction — feeding those insights back to Product, CRM, and Engineering.

● Documentation: Build and maintain a comprehensive knowledge base, FAQ, and internal documentation to enable self-service and reduce ticket volume.

● Performance Ownership: Take ownership of support KPIs, including ticket resolution, response times, and operational efficiency. Identify bottlenecks, implement improvements, and use data to measure the impact of support initiatives.

● Quality & Performance: Define support quality standards, track KPIs (CSAT, first-response time, resolution rate), and continuously optimize processes to hit them.

● Cross-Functional Collaboration: Collaborate closely with the CRM & Monetization team to flag user complaints related to billing, subscriptions, coin purchases, and payment issues.

Why work with us?

• People-first management with minimal bureaucracy
• A friendly company culture, proven by employees who choose to return
• Flexible working hours
• 29 days of PTO (18 working days per year pluse 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

Our next steps

✅ Intro call with a Recruiter — ✅ Intro with the client — ✅ Tech interview — ✅ Home assignment — ✅ Offer

Requirements