User Support Engineer
Core
Own the entire support function for a B2C mobile app, handling tickets, automating workflows, and analyzing data to improve product and monetization.
Role type
Senior IC User Support Engineer (Operations & Automation)
Builds
Automated support workflows, knowledge base, and data-driven insights for Product and CRM teams
Domain
B2C Mobile Apps, Gaming, Digital Media, Monetization
Required skills
Support ticket management, AI-powered workflow automation, data analysis, knowledge base creation, cross-functional collaboration, payment flow troubleshooting
Preferred skills
Gaming/entertainment industry experience, CRM/analytics tools (Braze, Mixpanel), payment platform expertise (Paddle, Apple IAP, Google Play)
Technologies
Intercom, Zendesk, AI tools, Mixpanel, Braze, Paddle, Apple IAP, Google Play
Responsibilities
Resolve support tickets across all channels, design and implement AI-powered support automation, analyze support data to identify product pain points, build and maintain knowledge base, track support KPIs, collaborate with CRM and Engineering teams on billing and subscription issues
Seniority
Mid-level, hands-on IC