User Support Engineer

Job not on LinkedIn

🔥 1 minute ago

🇲🇰 North Macedonia – 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 for a mobile-first micro-drama entertainment app • Handle customer requests across in-app chat, email, and web forms in English • Adapt clear, empathetic, and accurate responses to each user’s situation • 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 payment-related 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 with users and internal teams until resolution • Use the helpdesk, approved macros, workflows, and AI-assisted tools • Review AI-generated responses against case details and support guidance before sending • Flag inaccurate answers and workflow issues • Update FAQs, knowledge-base articles, and internal instructions • Report recurring issues and suggest practical improvements to the support lead • Meet response-time, resolution, and quality targets • Apply QA feedback and follow privacy and account-verification procedures • Promptly flag workload or case blockers

🎯 Requirements

• 4+ years of experience in customer support or a customer-facing role • Ideally, experience supporting a mobile app or digital product • Fluent English with excellent written and verbal communication • Ability to explain technical or billing issues clearly • Hands-on experience with 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 • Ability to manage a busy queue, follow priorities, and maintain accurate case records • Customer empathy, sound judgment, and willingness to ask for clarification or escalate cases beyond access or authority • Comfort learning new tools and using approved AI assistance while taking responsibility for work accuracy • Experience in mobile entertainment, streaming, or gaming is a nice-to-have • Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements is a nice-to-have • Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is a nice-to-have

🏖️ Benefits

• Security through careful client vetting to minimize risks and ensure reliability and timely payments • Career support and assistance finding new opportunities if a project is not the right fit • Legal guidance for 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