# Technical Support Associate

**Company**: Synthesia
**Location**: London
**Work arrangement**: hybrid
**Experience**: entry
**Job type**: full-time
**Salary**: Competitive salary and benefits package
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q12057983

**Apply**: https://jobs.ashbyhq.com/synthesia/3cb4a9ce-7f2d-4d37-86a5-f0fa9aa3aa7f
**Canonical**: https://yubhub.co/jobs/job_6f9c46e9-98b

## Description

## Technical Support Associate

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.

## 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

## Skills

### Required
- SaaS platforms
- web technologies
- live chat
- ticketing systems
- SSO concepts
- APIs
- data analysis
- system integrations
- log analysis
- monitoring platforms

### Nice to have
- SaaS platforms
- web technologies
- live chat
- ticketing systems
- SSO concepts
- APIs
- data analysis
- system integrations
- log analysis
- monitoring platforms