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User Support Engineer

Shortical Tel-Aviv, Tel-Aviv District, Israel

Entertainment Providers · 11-50 employees

14 h ago
support-engineer Mid (2-5 yrs) Full-time Israel
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About the role

The User Support Engineer will manage the entire support function, including resolving tickets and implementing AI-powered automation workflows. They will also analyze support data to provide actionable insights to the product and engineering teams while maintaining a comprehensive knowledge base.

What they look for

Customer Support Intercom Zendesk Automation Data Analysis Workflow Design Knowledge Base Management KPI Tracking Billing Support Subscription Management Apple IAP Google Play Communication Skills Problem Solving CRM Technical Documentation

Requirements

Candidates must have 4+ years of experience in B2C mobile app or gaming support and possess strong analytical skills. Proficiency with support platforms like Intercom or Zendesk and experience handling payment-related issues are required.

Full description

We are looking for a passionate and resourceful User Support Engineer to own the entire support function at Shortical.

Key Responsibilities

  • Support Operations: Handle and resolve support tickets across all channels (in-app, email, web), ensuring fast, high-quality responses that reflect Shortical's 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.
  • 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

  • 4+ years of experience in a customer support role
  • Proven experience working with B2C products- mobile apps, Gaming, or Digital Media.
  • Fluent English — excellent written and verbal communication skills, with the ability to represent the brand warmly and professionally.
  • Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting.
  • Strong analytical skills — comfortable digging into support data to identify trends and present findings to internal stakeholders.
  • Highly organized and process-oriented, with the capability to manage high ticket volumes without compromising quality.
  • Genuine empathy for users and a passion for solving problems efficiently.
  • Experience handling payment and subscription-related support (Paddle, Apple IAP, Google Play).

Huge Advantages

  • Familiarity with Braze, Mixpanel, or similar CRM/analytics tools.
  • Background in building support functions from scratch at a scaling startup.

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