Technical Support Associate

• Deliver first-line technical support to enterprise customers at the world's leading AI video platform, used by over 90% of the Fortune 100. • Investigate and resolve platform issues mainly via live chat, learning to handle more complex cases as you develop your technical and analytical skills. • Work closely with experienced Technical Support Specialists and Engineers, gaining exposure to a wide range of technical systems. • A great opportunity to start or advance your career in technical support within a fast-paced, innovative SaaS company. • Work hybrid from Synthesia's London office.

• Have 1 to 3 years of experience in a technical support, helpdesk, or customer-facing technical role, or equivalent practical experience. • Bring a strong interest in software, systems troubleshooting, and delivering excellent customer outcomes. • Communicate confidently and clearly, with the ability to explain technical concepts to non-technical users. • Be highly organised with strong analytical and problem-solving skills and attention to detail. • Take ownership of issues comfortably and manage multiple cases in parallel. • Be a curious, proactive learner who enjoys developing technical depth and understanding new tools. • Contribute positively as a collaborative team player in team discussions and continuous improvement.

• Have a basic understanding of SaaS platforms and web technologies. • Be familiar with basic browser troubleshooting and developer tools. • Have experience using ticketing systems such as Intercom, Jira, or Salesforce. • Bring awareness of SSO concepts and authentication flows. • Have an interest in APIs, data analysis, or system integrations. • Have exposure to log analysis or monitoring platforms such as Datadog.

• 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 to ensure issues are resolved to satisfaction. • Maintain clear, professional communication with customers throughout the support process. • Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing.

• Work at a fast-growing Series E startup valued at $4 billion with stock options. • Gain exposure to a wide range of technical systems while working closely with experienced Technical Support Specialists and Engineers. • Advance your career in technical support within an innovative SaaS company. • Be measured on clear KPIs including Customer Satisfaction, First Response Time, SLA Compliance, and productivity metrics.

Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017 and headquartered in London, the company develops products to enhance visual communication and enterprise skill development. Following a Series E round raising $200 million, Synthesia's valuation stands at $4 billion, with total funding exceeding $530 million from investors including Accel, NVentures, Kleiner Perkins, and GV.