At a Glance
- Tasks: Deliver first-line technical support to enterprise customers and resolve platform issues.
- Company: Join Synthesia, the leading AI video platform for business, valued at $4 billion.
- Benefits: Gain valuable experience in a fast-paced SaaS environment with growth opportunities.
- Other info: Collaborative team culture with a focus on continuous learning and improvement.
- Why this job: Kickstart your tech career while helping top companies enhance their visual communication.
- Qualifications: 1-3 years in technical support or customer-facing roles; strong problem-solving skills.
The predicted salary is between 30000 - 40000 € per year.
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.
About the role
As a Technical Support Associate 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.
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
About You:
- 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)
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
Technical Support Associate London employer: SLAMcore
At Synthesia, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Technical Support Associate in our London office, you'll benefit from extensive training and mentorship opportunities, allowing you to grow your technical skills while contributing to a cutting-edge AI platform used by top enterprises globally. With a strong focus on employee well-being and a commitment to professional development, Synthesia is the perfect place for those seeking meaningful and rewarding careers in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Associate London
✨Tip Number 1
Get to know the company inside out! Research Synthesia's products and values so you can show off your knowledge during interviews. This will help us see that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Brush up on troubleshooting techniques and be ready to discuss how you've solved problems in the past. We want to hear about your experiences and how you can apply them to support our customers.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that Technical Support Associate role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you're proactive and serious about joining our innovative team at Synthesia.
We think you need these skills to ace Technical Support Associate London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technical Support Associate role. Highlight any relevant experience you have in technical support or customer-facing roles, and don’t forget to mention your problem-solving skills and ability to communicate technical concepts clearly.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're excited about the role at Synthesia and how your background makes you a great fit. Be sure to mention your interest in SaaS platforms and any relevant technical skills.
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application reflects your communication skills. Keep your language clear and professional, and avoid jargon unless it's relevant to the role.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at SLAMcore
✨Know Your Tech Basics
Brush up on your understanding of SaaS platforms and web technologies. Familiarity with troubleshooting techniques and tools like browser developer tools will give you an edge. Be ready to discuss any relevant experience you have in these areas.
✨Showcase Your Communication Skills
As a Technical Support Associate, clear communication is key. Practice explaining technical concepts in simple terms. You might even want to role-play common customer scenarios with a friend to build your confidence.
✨Demonstrate Problem-Solving Prowess
Prepare to share examples of how you've tackled technical issues in the past. Think about specific challenges you've faced and how you resolved them. This will show your analytical skills and ability to take ownership of problems.
✨Be Curious and Proactive
Express your eagerness to learn and grow within the role. Research Synthesia’s products and think about how you can contribute to their mission. Showing genuine interest in the company and its technology will set you apart from other candidates.
