User Support Engineer

Responsibilities

• 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.
• 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.
• Professional development: We offer English courses and professional growth opportunities, as well as team-building events.
• 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!
• We are looking for a passionate and resourceful User Support Engineer to own the entire support function
• 4+ years of experience in customer support or a customer-facing role, ideally supporting a mobile app or digital product.
• Hands-on experience handling tickets in Zendesk, Intercom or a similar support platform, including statuses, tags, macros, internal notes and escalations.
• Experience supporting payments and subscriptions, including purchase verification, cancellation and refund procedures; familiarity with Paddle, Apple in-app purchases or Google Play.
• Strong organization and attention to detail, with the ability to manage a busy queue, follow priorities and maintain accurate case records.

Languages