Customer Support Engineer

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.