User Support Engineer
Core
Own the entire support function for a mobile-first micro-drama app, handling user issues, payments, and technical troubleshooting.
Role type
Senior User Support Engineer (Mobile App)
Builds
User experience and retention for a mobile entertainment product
Domain
Media and Entertainment
Deliverable
client delivery
Required skills
Customer support, Zendesk/Intercom, payment processing (Paddle, Apple/Google Play), technical troubleshooting, ticket management, documentation, quality assurance
Preferred skills
Mobile entertainment/gaming, AI-assisted support tools, CRM/analytics tools (Braze, Mixpanel)
Responsibilities
Handle in-app chat, email, and web form requests; investigate playback, login, and account access issues; manage payments, subscriptions, and refunds; categorize and escalate tickets; use AI-assisted tools and validate responses; update FAQs and knowledge base; meet response-time and quality targets
Seniority
Mid-Senior, hands-on IC