Synthesia
Technology
TechnicalSupportAssociate
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“Technical Support Associate at Synthesia. Skills: Technical support, Customer issues, Troubleshooting. Provide first-line technical support. Investigate platform issues”
What You'll Achieve.
Customer Satisfaction (CSAT); First Response Time; SLA Compliance; Productivity metrics
Industry & Context.
Problem-solving skills; Analytical skills; Troubleshooting
What They're Looking For.
Must Have
1 to 3 years’ experience in technical support, Interest in software, Interest in systems troubleshooting, Interest in delivering excellent customer outcomes, Confident and clear communicator, Ability to explain technical concepts, Highly organised, Analytical skills, Problem-solving skills, Attention to detail, Comfortable taking ownership of issues, Managing multiple cases in parallel, Curious, proactive learner, Enjoys developing technical depth, Enjoys understanding new tools, Collaborative team player
Nice to Have
Basic understanding of SaaS platforms, Basic understanding of web technologies, Familiarity with basic browser troubleshooting, Familiarity with developer tools, Experience using ticketing systems, Awareness of SSO concepts, Awareness of authentication flows, Interest in APIs, Interest in data analysis, Interest in system integrations, Exposure to log analysis, Exposure to monitoring platforms
What You'll Do.
Provide first-line technical support
Investigate platform issues
Resolve platform issues
Gather relevant information
Document relevant information
Ensure accurate case creation
Update case information
Apply standard troubleshooting techniques
Apply validated fixes
Escalate complex issues
Escalate critical issues
Provide clear diagnostic details
Reproduce reported issues
Follow up with customers
Ensure issues resolved to satisfaction
Maintain clear communication
Maintain professional communication
Document troubleshooting steps
Document new learnings
How You'll Work.
Team & Collaboration
Work closely with specialists; Work closely with engineers; Support internal teams; Contribute to team discussions; Contribute to continuous improvement
Communication Scope
Explain technical concepts; Professional communication
Full Job Description
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations. Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow. ABOUT THE ROLE As a Technical Support Associate at Synthesia, you’ll be part of the team ensuring delivering first-line technical support to enterprise customers. You’ll assist with technical investigations, resolve customer issues, and learn to handle more complex cases as you develop your technical and analytical skills. You’ll work closely with experienced Technical Support Specialists and Engineers, gaining exposure to a wide range of technical systems while supporting customers and internal teams. This is a great opportunity to start or advance your career in technical support within a fast-paced, innovative SaaS company. ROLE RESPONSIBILITIES: - Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues - Gather and document all relevant information for reported issues, ensuring accurate case creation and updates - Apply standard troubleshooting techniques and validated fixes under guidance from senior team members - Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details - Reproduce reported issues in internal environments to support investigations - Follow up with customers
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