User Support Engineer
Primary stack
Nice to have's
Job description
About the Position
We are looking for a passionate and resourceful User Support Engineer to join our team in Kyiv, Ukraine. This role is part of an innovative mobile-first app for micro dramas, a short, scripted series made for smartphones. If you are ready to work on something fresh and impactful, this is your chance!
Responsibilities
- Support Operations: Handle and resolve support tickets across all channels (in-app, email, web), ensuring fast, high-quality responses that reflect our brand voice.
- Automation & AI Tooling: Design and implement AI-powered support workflows and automation (e.g., Intercom chatbots, macros, auto-routing) to scale coverage without scaling headcount.
- Data-Driven Insights: Analyze support conversation data to identify recurring issues, product pain points, and monetization friction - feeding those insights back to Product, CRM, and Engineering.
- Documentation: Build and maintain a comprehensive knowledge base, FAQ, and internal documentation to enable self-service and reduce ticket volume.
- Performance Ownership: Take ownership of support KPIs, including ticket resolution, response times, and operational efficiency. Identify bottlenecks, implement improvements, and use data to measure the impact of support initiatives.
- Quality & Performance: Define support quality standards, track KPIs (CSAT, first-response time, resolution rate), and continuously optimize processes to hit them.
- Cross-Functional Collaboration: Collaborate closely with the CRM & Monetization team to flag user complaints related to billing, subscriptions, coin purchases, and payment issues.
Requirements
- Experience: 4+ years of experience in a customer support role within B2C mobile apps, gaming, or digital media.
- Language: Fluent English - excellent written and verbal communication skills, with the ability to represent the brand warmly and professionally.
- Technical Skills: Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting.
- Automation & Workflows: Demonstrated experience building and improving support operations, with a strong hands-on approach to automation, workflows, and process optimization.
- Technical Mindset: Strong technical mindset and hands-on experience building support workflows, automations, macros, tags, AI-powered agents, and knowledge bases.
- Analytical Skills: Strong analytical skills - comfortable digging into support data to identify trends and present findings to internal stakeholders.
- Organization: Highly organized and process-oriented, with the capability to manage high ticket volumes without compromising quality.
- Empathy: Genuine empathy for users and a passion for solving problems efficiently.
- Payment & Subscription Support: Experience handling payment and subscription-related support (Paddle, Apple IAP, Google Play).
Nice to Have
- CRM/Analytics Tools: Familiarity with Braze, Mixpanel, or similar CRM/analytics tools.
- Building Support Functions: Background in building support functions from scratch at a scaling startup.
We Offer
- People-first Management: Minimal bureaucracy and a friendly company culture.
- Flexible Working Hours: Enjoy flexible working hours.
- Paid Time Off: 29 days of PTO (18 working days per year plus all national holidays) and 10 paid recovery days.
- Financial & Legal Support: Full financial and legal support for independent contractors.
- Professional Development: Free English classes, with native speakers or Ukrainian teachers.
- HR Support: Dedicated HR support.
About the Company
MWDN is a global IT outstaffing company with 23+ years of experience that connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We offer opportunities to work on international products in a stable and professional environment.
Why does MWDN rock?
- Security: We carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.
- Career Support: If a project isn’t the right fit, we support you and actively help find new opportunities that match your skills and career goals.
- Legal Assistance: We provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.
- Professional Development: We offer English courses and professional growth opportunities, as well as team-building events.
Curious to learn more? See what our employees say about working with us on DOU.
What is your new project?
Domain: Media and Entertainment
Client Location: Israel
Company Size: 11-50 employees
Founded in: 2025
What makes this project exciting?
Our new client is something really innovative! This Israel-based startup is building a mobile-first app for micro dramas - a short, scripted series made for smartphones. Think of it as TikTok with short episodes lasting 1 to 1.5 minutes.
The project already has strong support from an investor who believes in its massive potential. As it is still in the early development stage, this job is your chance to be part of a unique entertainment product. Are you ready to work on something fresh and impactful? Check out the opportunity below!
© MWDN. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
MWDN Ltd. was created in 2002 as a software development house for healthcare vendor and later expanded its business to build team extensions and RnDcenters for startups and enterprise companies of different profiles that require experts and professionals to help with building innovative products. Currently, MWDN is a team of unique technical talents, which consists of more than 160 professionals from different cities of Ukraine and abroad. Our specialists have worked with clients from the US, Europe, Israel, and have developed 200+ web, mobile, and healthcare products. We offer outstaffing and outsourcing services by creating dedicated teams of developers and by extending our clients staff. We make sure that our customers remote specialists are willing to work according to the company's principles. By choosing this approach, we guarantee that our dedicated experts feel connected to the clients company and are 100% committed to its success.