Junior Technical Support Specialist - UK

As a Junior Technical Support Specialist at Synthesia, you will provide first-line technical support to enterprise customers, primarily via live chat. You will investigate and resolve platform issues, document information, and apply troubleshooting techniques under guidance. This role offers an opportunity to develop technical and analytical skills, working closely with experienced specialists and engineers in a fast-paced, innovative SaaS company, supporting customers and internal teams.

Must Have

• Provide first-line technical support to enterprise customers
• Investigate and resolve platform issues
• Gather and document relevant information for reported issues
• Apply standard troubleshooting techniques
• Escalate complex issues with clear diagnostic details
• Reproduce reported issues in internal environments
• Maintain clear, professional communication with customers
• Document solutions and learnings
• 1+ year experience in a technical support, helpdesk, or customer-facing technical role
• 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

Good to Have

• 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)

Perks & Benefits

• Competitive salary + stock options
• Paid parental leave
• 25 days of annual leave + public holidays + paid sick leave
• Fun culture with regular socials
• Generous referral scheme
• Brand new computer + monitor
• Remote/Hybrid Role

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