Technical Support Associate
Location
US Remote
Employment Type
Full time
Department
CommercialCustomer Support
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 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 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
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
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