Technical Support Associate

Synthesia

Technical Support Associate at Synthesia providing technical support to enterprise customers via live chat. Collaborating with teams to resolve issues and improve customer experiences.

Posted 6/3/2026full-timeLondon • 🇬🇧 United KingdomJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

1 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role
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
Basic understanding of SaaS platforms and web technologies

Benefits

Comp & perks

Hybrid workplace
Exposure to technical systems
Career development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingcase creationissue resolutionproblem-solvinganalytical skillsdocumentationSaaS platformsweb technologies

Soft Skills

communicationcustomer serviceorganizationattention to detailownershipcuriosityproactivitycollaborationteamwork