Technical Support Associate (AI)

TL;DR

Technical Support Associate (AI): Delivering first-line technical support to enterprise customers for an AI video platform with an accent on technical investigations and issue resolution. Focus on reproducing platform bugs, coordinating with engineering teams, and maintaining high CSAT through professional communication.

Location: Remote (US)

Company

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100.

What you will do

• Provide first-line technical support to enterprise customers primarily via live chat.
• Investigate and resolve platform issues, ensuring accurate case documentation.
• Reproduce reported issues in internal environments to support technical investigations.
• Escalate complex or critical issues to Technical Support Specialists or Engineering with clear diagnostics.
• Follow up with customers to ensure successful resolution and satisfaction.
• Maintain and contribute to internal knowledge sharing by documenting solutions and learnings.

Requirements

• 1 to 3 years of experience in technical support, helpdesk, or a customer-facing technical role.
• Must be based in the United States.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to explain technical concepts clearly to non-technical users.
• Proactive learner comfortable managing multiple cases in parallel.
• Collaborative mindset and a positive contribution to team improvement.

Nice to have

• Basic understanding of SaaS platforms and web technologies.
• Familiarity with browser troubleshooting and developer tools.
• Experience with ticketing systems like Intercom, Jira, or Salesforce.
• Awareness of SSO concepts, authentication flows, and APIs.
• Exposure to log analysis or monitoring platforms such as Datadog.

Culture & Benefits

• Work at a fast-paced, innovative SaaS company with significant venture backing.
• Exposure to a wide range of technical systems and mentorship from experienced engineers.
• Professional growth opportunity in the cutting-edge field of AI video generation.