{"id":3329431,"url":"https://alion.io/job/comeet-user-support-engineer-15","title":"User Support Engineer","company":{"id":1764008,"name":"Comeet","domain":"comeet.com","url":"https://alion.io/company/comeet-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Chișinău, Moldova"],"countries":["MD"],"hiring_countries":["IL"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Braze","optional":true}],"status":"live","first_seen_at":"2026-10-27T11:19:58Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-28T11:12:36Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nMWDN 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.\nWhy does MWDN rock?\nHere’s what you can expect when you join MWDN:\nSecurity: We carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.\nCareer 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.\nLegal assistance: We provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.\nProfessional development: We offer English courses and professional growth opportunities, as well as team-building events.\nWhy choose us? MWDN is ranked among the top 5 IT employers in our region according to DOU. We take pride in our transparency and strong commitment to our team. Curious to learn more? See what our employees say about working with us on DOU.\nWhat is your new project?\nDomain: Media and Entertainment\nClient Location: Israel\nCompany size: 11-50 employees\nFounded in: 2025\nWhat makes this project exciting?\nOur 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.\nThe 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!\nWe are looking for a passionate and resourceful User Support Engineer to own the entire support function\nWhat makes you a great fit\n4+ years of experience in customer support or a customer-facing role, ideally supporting a mobile app or digital product.\nFluent English with excellent written and verbal communication and the ability to explain technical or billing issues clearly.\nHands-on experience handling tickets in Zendesk, Intercom or a similar support platform, including statuses, tags, macros, internal notes and escalations.\nExperience supporting payments and subscriptions, including purchase verification, cancellation and refund procedures; familiarity with Paddle, Apple in-app purchases or Google Play.\nAbility to investigate technical issues, follow troubleshooting guidance and prepare clear bug reports with relevant evidence.\nStrong organization and attention to detail, with the ability to manage a busy queue, follow priorities and maintain accurate case records.\nCustomer empathy, sound judgment and a willingness to ask for clarification or escalate when a case exceeds your access or authority.\nComfort learning new tools and using approved AI assistance while taking responsibility for the accuracy of your work.\nNice-to-have skills\n Experience in mobile entertainment, streaming or gaming.\nExperience using AI-assisted support tools and contributing to macros, help articles or workflow improvements.\nFamiliarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel.\nYour day-to-day in this position\nCustomer support: Handle requests across in-app chat, email and web forms. Write clear, empathetic and accurate responses in English, adapting them to the user’s situation.\nTechnical troubleshooting: Investigate playback, login, account access and app issues. Review contact history, follow troubleshooting procedures, and collect relevant device details, screenshots and reproduction steps.\nPayments and subscriptions: Help with coin purchases, missing paid content, cancellations, billing questions and refund requests. Verify the purchase channel and transaction status, and take actions within approved policies and access permissions.\nTicket ownership and escalation: Categorize and prioritize tickets using team guidelines, keep records and internal notes accurate, and escalate with complete context. Follow up with users and internal teams until the required actions are complete.\nSupport tools and AI: Use the team’s helpdesk, approved macros, workflows and AI-assisted tools. Check generated responses against the case and support guidance before sending, and flag inaccurate answers or workflow issues.\nDocumentation and feedback: Contribute updates to existing FAQs, knowledge base articles and internal instructions. Report recurring issues and suggest practical improvements to the support lead.\n Quality and performance: Meet agreed response-time, resolution and quality targets. Apply QA feedback, follow privacy and account-verification procedures, and flag workload or case blockers promptly.\nWhy work with us?\nPeople-first management with minimal bureaucracy\nA friendly company culture, proven by employees who choose to return\nFlexible working hours\n29 days of PTO (18 working days per year pluse all national holidays)\n10 paid recovery days\nFull financial and legal support for independent contractors\nFree English classes, with native speakers or Ukrainian teachers\nDedicated HR support\nOur next steps\nIntro call with a Recruiter - Intro with the client - Tech interview - Home assignment - Offer","description_format":"text","description_chars":5477,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Growth opportunities","Professional development"],"hiring_locations":[{"name":"Israel","iso":"IL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","Recruiting Software & ATS"],"lifecycle":[{"event":"open","at":"2026-10-27T11:34:11Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["conf:4","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/comeet-user-support-engineer-15","json_url":"https://alion.io/job/comeet-user-support-engineer-15.json","meta":{"generated_at":"2026-10-28T12:32:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16553,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1764008},"rest":"https://alion.io/mcp/rest/get_company?id=1764008"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcomeet-user-support-engineer-15"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcomeet-user-support-engineer-15"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcomeet-user-support-engineer-15"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/comeet-user-support-engineer-15\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcomeet-user-support-engineer-15"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3329431}},{"tool":"search_jobs","arguments":{"company":"comeet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3329431},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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