Synthesia
Technical Support Associate
US Remote
Sponsorship not specifiedDetected 230 days ago
DatadogData AnalysisJiraSalesforceValuationCustomer SupportIntercomCommunicationProblem Solving
About the role
- Apply standard troubleshooting techniques and validated fixes under guidance from senior team members
- Follow up with customers to ensure issues are resolved to satisfaction
- Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes
Responsibilities
- Gather and document all relevant information for reported issues, ensuring accurate case creation and updates
- 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
- Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing
- 1 to 3 years' experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
- Curious, proactive learner who enjoys developing technical depth and understanding new tools
Requirements
- Confident and clear communicator, with the ability to explain technical concepts to non-technical users
Nice to have
- 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)
Skills
- Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100.
- Highly organised with strong analytical and problem-solving skills, and attention to detail
- Basic understanding of SaaS platforms and web technologies
Company info
- Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues
- Maintain clear, professional communication with customers throughout the support process
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This listing is sourced directly from Synthesia's careers page and normalized into a canonical job model.