Technical Support Associate (AI)

TL;DR

Technical Support Associate (AI): Providing first-line technical support to enterprise customers of an AI video platform with an accent on technical investigations and issue resolution. Focus on reproducing platform bugs, troubleshooting SaaS environments, and maintaining high customer satisfaction.

Location: Hybrid (London)

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 documentation and case creation.
• Apply troubleshooting techniques and escalate critical issues to Engineering with clear diagnostic details.
• Reproduce reported bugs in internal environments to facilitate technical investigations.
• Maintain professional communication and follow up with customers to ensure resolution.
• Document solutions and troubleshooting steps for internal knowledge sharing.

Requirements

• 1 to 3 years of experience in technical support, helpdesk, or a customer-facing technical role.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to explain technical concepts clearly to non-technical users.
• Capability to manage multiple cases in parallel and take ownership of issues.
• Must be based in London for a hybrid work arrangement.

Nice to have

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

Culture & Benefits

• Opportunity to work at a high-growth AI unicorn with a $4 billion valuation.
• Exposure to cutting-edge AI video technology and a wide range of technical systems.
• Mentorship from experienced Technical Support Specialists and Engineers.
• Fast-paced, innovative SaaS company culture.