Technical Support Associate

🕒 February 25

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Synthesia

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

🔥 Funding within the last year

💰 $200M Series E - Synthesia on 2025-10

Artificial Intelligence • SaaS • B2B

<Synthesia> Synthesia is a SaaS AI video platform that enables businesses to create studio-quality videos without cameras, microphones, actors, or studios by using AI avatars and synthetic voiceovers. The platform supports 160+ languages, one-click translation/localization, an AI screen recorder, brand management, collaboration and analytics, and enterprise-grade security (SOC 2 Type II, GDPR). It’s marketed primarily to teams and enterprises for training, sales enablement, marketing, knowledge management and internal communications, helping companies scale video production while reducing time and cost.

📋 Description

• 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

🎯 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 • Curious, proactive learner who enjoys developing technical depth and understanding new tools • Collaborative team player who contributes positively to team discussions and continuous improvement

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development opportunities