User Support Engineer

Job not on LinkedIn

🔥 1 minute ago

🇧🇬 Bulgaria – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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MWDN

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

MWDN is a comprehensive IT services company that specializes in software development, web design, mobile development (iOS and Android), and desktop development. With over 200 in-house software engineers, MWDN provides a range of services including staff augmentation, dedicated teams, and global IT recruitment. Operating globally with delivery centers in Central and Eastern Europe, MWDN effectively bridges businesses in the USA, Europe, and Israel to top-tier tech talent while focusing on cost-effective solutions and personalized services tailored to client needs.

📋 Description

• Own the entire support function • 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 follow troubleshooting procedures • Collect device details, screenshots, and reproduction steps • Support coin purchases, missing paid content, cancellations, billing questions, and refund requests • Verify purchase channels and transaction statuses • Take actions within approved policies and access permissions • Categorize and prioritize tickets according to team guidelines • Maintain accurate records and internal notes • Escalate tickets with complete context and follow up until actions are complete • Use helpdesk tools, approved macros, workflows, and AI-assisted tools • Review generated responses against case details and support guidance • Flag inaccurate answers and workflow issues • Update 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 and follow privacy and account-verification procedures • Flag workload or case blockers promptly

🎯 Requirements

• 4+ years of experience in customer support or a customer-facing role • Experience ideally supporting a mobile app or digital product • Fluent English with excellent written and verbal communication • Hands-on experience with Zendesk, Intercom, or a similar support platform • Experience with ticket 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 and prepare clear bug reports with relevant evidence • Strong organization and attention to detail • Ability to manage a busy queue, follow priorities, and maintain accurate case records • Customer empathy, sound judgment, and ability to escalate cases appropriately • Comfort learning new tools and using approved AI assistance while maintaining work accuracy • Experience in mobile entertainment, streaming, or gaming is a plus • Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements is a plus • Familiarity with support reports, app-store reviews, CRM, or analytics tools such as Braze or Mixpanel is a plus

🏖️ Benefits

• Security through careful client vetting to minimize risks and ensure reliable, timely payments • Career support and assistance finding new opportunities if a project is not the right fit • Legal assistance with independent contractor or sole proprietorship status, taxes, and related processes • English courses and professional growth opportunities • Team-building events • 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