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Mid LevelFull-timeAI
Salary Range
$38,250 - $51,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Associate to join Synthesia, the world’s leading AI video platform for business. This role involves providing first-line technical support to enterprise customers, resolving technical issues, and learning to handle more complex cases as you develop your technical and analytical skills.
Key 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
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
- ✓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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