User Support Engineer

We are looking for a resourceful User Support Engineer to join our support team. In this individual contributor role, your main focus will be resolving user requests, investigating technical and payment issues, and keeping users informed throughout their cases. You will work within established support procedures and collaborate with the support lead and specialist teams when a case needs further investigation or approval.


Key Responsibilities

• 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.

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.

 Nice to have

• 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.