About this role
As a Junior Technical Support Specialist 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 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
About You:1+ year experience in a technical support, helpdesk, or customer-facing technical role (or relevant education)
Strong interest in technology, software troubleshooting, and customer success
Clear and confident communicator, both written and verbal
Excellent organisational and problem-solving skills with attention to detail
Eager to learn new systems, tools, and troubleshooting techniques
Comfortable working in a fast-paced environment and managing multiple tasks
Collaborative team player with a proactive attitude
Technical Experience (Preferred but not Required):Basic understanding of SaaS platforms and web technologies
Familiarity with basic browser troubleshooting and developer tools
Experience using ticketing systems such as Intercom, Jira, or Salesforce
Awareness of SSO concepts and authentication flows
Interest in APIs, data analysis, or system integrations
Exposure to log analysis or monitoring platforms (e.g. Datadog)
Success will be measured on:Key Performance Indicators (KPI’s) within the support team, including but not limited to:
Customer Satisfaction (CSAT)
First Response Time
SLA Compliance
Productivity metrics
Working Hours
Our core business hours are 9am – 6pm, Monday to Friday. However, as we’re a global company with customers around the world, weekend work may occasionally be required to support business needs or critical issues, with the inclusion of bank holidays.
At Synthesia we expect everyone to...
Put the Customer First
Own it & Go Direct
Be Fast & Experimental
Make the Journey Fun
The good stuff...
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
A competitive salary + stock options in our fast-growing Series D startup
Paid parental leave
25 days of annual leave + public holidays + paid sick leave
Fun culture with regular socials
A generous referral scheme
A brand new computer + monitor
Remote/Hybrid Role