User Support Engineer
Core
Own the entire support function for a mobile-first micro-drama app, handling user requests, technical troubleshooting, and payment issues.
Role type
Senior IC user support engineer (mobile app)
Builds
A mobile entertainment product (micro dramas)
Domain
Media and Entertainment
Deliverable
client delivery
Required skills
Zendesk/Intercom support platform management, payment and subscription handling (Paddle, Apple/Google Play), technical troubleshooting and bug reporting, ticket ownership and escalation, documentation and knowledge base updates, quality and performance metrics management
Preferred skills
Mobile entertainment/streaming/gaming experience, AI-assisted support tools usage, CRM and analytics tools (Braze, Mixpanel)
Responsibilities
Handle in-app chat, email, and web form requests; investigate playback, login, and account access issues; manage coin purchases, cancellations, and refunds; categorize and prioritize tickets; update FAQs and internal instructions; meet response-time and resolution targets
Seniority
Mid-level, hands-on IC