User Support Engineer

🕒 September 15

🇺🇦 Ukraine – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 31%

What it means: the chance that no one is really hiring for this job.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 and resolve support tickets across in-app, email, and web channels • Ensure fast, high-quality responses that reflect the brand voice • Design and implement AI-powered support workflows and automation, including Intercom chatbots, macros, and auto-routing • Analyze support conversation data to identify recurring issues, product pain points, and monetization friction • Feed support insights back to Product, CRM, and Engineering teams • Build and maintain a comprehensive knowledge base, FAQ, and internal documentation • Define support quality standards • Track KPIs including CSAT, first-response time, and resolution rate • Continuously optimize support processes • Collaborate with the CRM & Monetization team on billing, subscriptions, coin purchases, and payment issues

🎯 Requirements

• 4+ years of experience in a customer support role within B2C mobile apps, gaming, or digital media • Fluent English with excellent written and verbal communication skills • Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting • Strong analytical skills and ability to identify trends in support data and present findings to internal stakeholders • Highly organized and process-oriented, with capability to manage high ticket volumes without compromising quality • Genuine empathy for users and passion for efficient problem-solving • Experience handling payment and subscription-related support, including Paddle, Apple IAP, and Google Play • Familiarity with Braze, Mixpanel, or similar CRM/analytics tools • Background in building support functions from scratch at a scaling startup

🏖️ Benefits

• Security through careful client vetting to minimize risks and ensure reliability and timely payments • Career support and assistance finding new project opportunities • Legal assistance with independent contractor or sole proprietorship status, taxes, and related processes • English courses • Professional growth opportunities • Team-building events • People-first management with minimal bureaucracy • Friendly company culture • 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

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