Synthesia

Technical Support Associate

Synthesia

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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
Benefits
  • Competitive salary
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingcase creationissue resolutionproblem-solvinganalytical skillsdocumentationsoftware systemscustomer outcomeslive chat support
Soft Skills
communicationorganizationattention to detailownershipcuriosityproactivitycollaborationteam playercustomer satisfactioncontinuous improvement