Customer Support Engineer

Job description

We are looking for an experienced Senior Customer Support Engineer to provide advanced customer support for a fast-growing B2C mobile entertainment platform focused on episodic series and digital content.

You will handle complex customer issues, investigate technical and account-related problems, work with subscriptions, In-App Purchases, payments, and content access, and collaborate closely with Product & R&D teams to resolve issues and improve the customer experience.

Key Responsibilities

- Handle complex and escalated customer inquiries related to accounts, subscriptions, In-App Purchases, payments, refunds, and content access.

- Provide customer support via Zendesk, App Store, and Google Play.

- Investigate and troubleshoot issues across iOS and Android mobile applications.

- Analyze customer reports and identify potential product, technical, payment, or subscription issues.

- Reproduce reported issues and collect the information required for technical investigation.

- Escalate complex technical issues to Product & R&D with clear documentation and relevant technical details.

- Work closely with Product and Engineering teams to track issues through resolution.

- Monitor recurring issues and identify opportunities to improve support processes and product experience.

- Use and improve macros, workflows, automation, and AI-powered support tools.

- Contribute to the development and maintenance of the Knowledge Base and Help Center.

- Analyze support data and customer feedback to identify recurring problems and trends.

- Handle App Store and Google Play reviews and customer feedback when required.

Requirements

- 4+ years of experience in Customer Support, Technical Support, Customer Success, or Support Operations.

- Strong experience supporting B2C mobile applications and high-volume customer environments.

- Hands-on experience with In-App Purchases, subscriptions, refunds, and Apple/Google payment flows.

- Strong troubleshooting and problem-solving skills.

- Experience with Zendesk, Intercom, or similar support platforms.

- Experience working with iOS and Android applications.

- Understanding of support KPIs, SLAs, QA, escalation processes, and support workflows.

- Experience working directly with Product and Engineering teams.

- Ability to investigate issues, reproduce bugs, and provide clear technical information to R&D.

- Experience with support automation, AI tools, macros, workflows, or AI agents.

- Strong analytical and organizational skills.

- English B2/C1.

- Ability to work independently and handle complex customer cases from investigation through resolution.

Nice to Have

- Experience in streaming, entertainment, gaming, SaaS, or digital media.

- Experience with subscription-based products.

- Experience with Braze, Mixpanel, Amplitude, or Firebase.

- Experience working with App Store / Google Play reviews and support at scale.

- Basic understanding of APIs, logs, network requests, or other technical troubleshooting tools.

- Experience working in a high-growth B2C product company.

What We Offer

- Remote work.

- High level of ownership and impact.

- Opportunity to work directly with Product & R&D teams and influence the customer experience.

- Work with a fast-growing B2C mobile entertainment product.

- Competitive compensation based on experience and proven track record.