Synthesia

7 months ago

Technical Support Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Join a fast-paced, enterprise-focused SaaS team as a Technical Support Associate, providing first-line technical support to enterprise customers via live chat. You’ll investigate platform issues, document findings, apply troubleshooting steps, and escalate complex problems to specialists while learning to handle more advanced cases alongside engineers.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key 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

Key Requirements

•1 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
•Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes
•Confident and clear communicator, with the ability to explain technical concepts to non-technical users
•Highly organised with strong analytical and problem-solving skills, and attention to detail
•Comfortable taking ownership of issues and managing multiple cases in parallel

Experience:1-3 yearsSaaSEnterprise software

Skills:CommunicationProblem-solvingOrganizationCollaborationOwnership

Tech Stack:IntercomJiraSalesforceDatadogSSO

Company Brief

Synthesia

Provides an AI video generation platform that creates realistic synthetic presenters and video content from text, enabling enterprises to produce scalable training, marketing, and communications videos without cameras or actors.

Industry: AI & Machine Learning

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: London, United Kingdom

Founded: 2017

Website LinkedIn

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Synthesia

7 months ago

Technical Support Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key 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

Key Requirements

•1 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
•Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes
•Confident and clear communicator, with the ability to explain technical concepts to non-technical users
•Highly organised with strong analytical and problem-solving skills, and attention to detail
•Comfortable taking ownership of issues and managing multiple cases in parallel

Experience:1-3 yearsSaaSEnterprise software

Skills:CommunicationProblem-solvingOrganizationCollaborationOwnership

Tech Stack:IntercomJiraSalesforceDatadogSSO

Company Brief

Synthesia

Industry: AI & Machine Learning

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: London, United Kingdom

Founded: 2017

Website LinkedIn