Technical Support Engineer

About MobiLoud

MobiLoud helps established ecommerce brands turn their existing websites into fully native iOS and Android apps, without rebuilding their product or managing two separate systems.

We work with ecommerce brands doing real volume that want a direct mobile channel they actually own. Our customers use MobiLoud to lift retention and cut their dependence on paid acquisition and third-party platforms.

We’re a bootstrapped, profitable, remote-first SaaS company founded in 2013. We’ve served 2,000+ brands and have hundreds of active customers today, including Estée Lauder, John Varvatos, Jack & Jones, and Tadashi Shoji. Our team is 16 people, all remote and trusted to work independently.

The role

This is the seat that takes technical escalations off the Head of Product and Operations. Today, when a customer’s app misbehaves in a webview, breaks on a specific device, or hits an App Store rejection, those issues bounce up to senior leadership to debug and unblock. This role takes charge of that work instead. You own each issue end to end: reproduce, fix, ship to production.

Most of the work is hands-on debugging in DevTools and in our admin panel. Real devices come in when an issue needs reproduction or a fix needs verification on a physical phone - not every day, but often enough that you need to be comfortable picking one up. App Store and Play Store consoles are part of the role too, but for managing submissions and handling rejections, not debugging. When a fix can ship as JS or CSS that runs in the webview, you’ll write it yourself. When a fix belongs in the native layer of the app, you’ll build a clean reproduction and hand it to engineering with everything they need to act.

You’ll work alongside our customer success and engineering teams, reporting to the Head of Product and Operations. You’ll work the ticket queue with discretion to prioritise by customer impact and your own judgment. These brands expect their apps to work reliably across devices and releases. Your job is to make sure they do.

A day in the life

• Morning: triage the ticket queue by customer impact, pick up the top issue and reproduce it
• Midday: write the fix - usually CSS or JS, shipped through our admin panel
• Afternoon: verify the fix, hand off to the customer with a written explanation, pick up the next ticket
• Late afternoon: prep an App Store submission, or write up a workaround doc

Async-first. Few standing meetings. Slack with engineering for repros that need their input, regular syncs with your manager.

What you’ll do

• Reproduce and debug customer-reported issues using DevTools, our admin panel, and real devices when needed
• Write JS and CSS fixes that run on the web side, inside the webview
• Manage App Store and Play Store submission cycles, including pre-submission checks and responses to rejections
• Decide when an issue belongs to you and when it belongs to engineering, and produce clean reproductions when escalating
• Carry customer threads to resolution: explain the technical issue clearly, set expectations, close it out
• Triage tickets by customer impact
• Document recurring issues and known workarounds so they don’t get re-debugged from scratch

Who you are

• You’re past the entry-level stage. You’ve spent a few years in technical support, application support, or customer engineering at a SaaS company with a customer-facing technical product
• You enjoy debugging. The find-it-fix-it loop has to be your kind of fun, not a chore
• You read and write JS and CSS well enough to ship custom workarounds without supervision. We test this in the interview, not on the CV
• Direct experience with webviews in production, ideally in a mobile app context. You understand how mobile browsers differ from desktop, and you’ve worked with safe areas, viewport units, and the quirks of how native gestures interact with web content
• App Store and Play Store submission experience: you’ve shipped a build, you’ve handled a rejection
• You’ve carried customer threads to resolution. When a customer gets frustrated, you stay on it
• You’re comfortable testing on real devices, not just simulators
• Native-level English, written and verbal. Most customer threads are written, but some calls happen
• Based in Eastern Europe with comfortable overlap into Eastern Time business hours
• Familiar with the platforms our customers run on. Shopify and WordPress experience is a strong plus
• Ex-agency developer background is a bonus, especially if you’ve moved past greenfield builds and prefer solving real problems on live systems

Tech you’ll touch

• Webview platforms: iOS WKWebView, Android WebView
• Languages: JavaScript, CSS, HTML
• Browser tools: Chrome DevTools, Safari Web Inspector
• Store consoles: App Store Connect, Google Play Console
• Real devices: a mix of iPhones and Android phones across OS versions

Why this role

• You absorb the technical escalation work. The Head of Product and Operations stops being the technical escalation point - you are
• You own the issue end to end. Routine fixes ship under your hand without waiting on engineering
• Writing custom JS and CSS that survives in production for years is a real craft. If you enjoy DOM and CSS work at that level, this role is built around it
• Direct line to engineering. When you escalate, you’re talking to the people who can fix it
• Room to grow into a more senior role over time as you build out the support craft here
• Fully remote, work from anywhere in Eastern Europe with comfortable Eastern Time overlap

Not a fit if

• You want to triage tickets and hand them off. Most of your day will be reproducing, debugging, and writing the fix yourself
• You need a fixed 9-to-5 schedule with explicit escalation rules. This role needs judgment calls on when to fix vs escalate
• You’re early-career and looking for a mentor. This is a mid-level role where you’ll own the work from day one
• You want pure native iOS or Android development. The fixes you’ll write are mostly JS and CSS running on the web side, inside the webview
• You’d rather never touch a physical device. Some issues only repro on real phones, and you’ll need to be comfortable picking one up when that happens