User Support Engineer
Core
Own the entire support function for a mobile-first micro-drama app, handling tickets, automating workflows, and analyzing data to improve product and monetization.
Role type
Senior User Support Engineer (Support Operations & Automation)
Builds
AI-powered support workflows, knowledge bases, and operational processes for a media/entertainment startup
Domain
Media and Entertainment (Mobile Apps)
Required skills
Support operations management, workflow automation, AI agent design, data analysis, payment/subscription support, knowledge base creation, KPI ownership, cross-functional collaboration
Preferred skills
Experience building support functions from scratch, familiarity with Braze or Mixpanel
Technologies
Intercom, Zendesk, Paddle, Apple IAP, Google Play
Responsibilities
Handle and resolve support tickets across all channels; Design and implement AI-powered support workflows and automation; Analyze support conversation data to identify trends and product pain points; Build and maintain comprehensive knowledge base and documentation; Take ownership of support KPIs and operational efficiency; Collaborate with CRM and Monetization teams on billing and subscription issues
Seniority
Senior, hands-on IC
