Junior Technical Support Specialist - US

As a Junior Technical Support Specialist at Synthesia, you will provide first-line technical support to enterprise customers, primarily via live chat. This role involves investigating and resolving platform issues, documenting relevant information, and escalating complex cases to senior team members. You will reproduce reported issues, ensure customer satisfaction, and contribute to internal knowledge sharing. This is an excellent opportunity to develop technical and analytical skills within a fast-paced, innovative SaaS company, working closely with experienced specialists and engineers.

Must Have

• Provide first-line technical support to enterprise customers mainly via live chat
• Investigate and resolve platform issues
• Gather and document all relevant information for reported issues
• Apply standard troubleshooting techniques and validated fixes
• Escalate more complex or critical issues to Technical Support Specialists or Engineering
• 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
• Document solutions, troubleshooting steps, and new 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)

Welcome to the video-first world

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now…

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s, and more. Read stories from happy customers and what 1,200+ people say on G2.

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

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.

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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

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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

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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)

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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