Technical Support Specialist

Technical Support Specialist

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you're reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now…

Meet Synthesia. We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We're trusted by leading brands such as Heineken, Zoom, Xerox, McDonald's, and more. Read stories from happy customers, what 1,200+ people say on G2 and being named as one of the "Top Startups to Bet Your Career On" in 2025!

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we've raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The role... As a Technical Support Specialist (TSS) you are in a position of responsibility to provide more specialized technical assistance and support to customers who are experiencing platform issues and act as an escalation point for Tier 1 support.

• Provide technical assistance and support to customers via email, chat, or remote access calls / tools
• Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
• Identify and diagnose technical issues related to our platform and other technical components
• Collaborate with Tier 1 support (CSR's) to resolve more complex technical issues
• Escalate issues to Tier 3 support or other teams when necessary
• Provide timely updates to customers on the status of their request / issues
• Meet individual and team performance metrics (KPI's) such as service level agreements, final resolution times, customer satisfaction, first contact resolution and escalation rates
• Continuously improve your own product knowledge, technical skills and remain up to date with our product, services and processes
• Participate in knowledge sharing and training sessions with the support team and customers as and when required
• Provide constructive feedback to the business and leadership teams to improve customer support processes and procedures

About you... At least 2 years experience within a technical support environment. Excellent verbal and written communication skills. Good technical knowledge. Experience in troubleshooting technical issues and providing solutions. Experience in using tools to technically support customers remotely. Ability to work in a fast-paced and dynamic environment. Ability to work independently and as part of a team. Flexibility to work different shifts, bank holidays and weekends as and when required.

Working Hours Our core business hours are 9am – 6pm EST, Monday to Friday. However, as we're a global company with customers around the world, weekend work may occasionally be required to support business needs or critical issues.

At Synthesia we expect everyone to... Put the Customer First. Own it & Go Direct. Be Fast & Experimental. Make the Journey Fun.

The good stuff... In addition to being a part of a great team, working in a fun and innovative environment, we offer: A competitive salary + stock options in our fast-growing Series D startup. 100% Medical, Dental & Vision. 401k Plan. Paid parental leave. 25 days of annual leave + public holidays + paid sick leave. Fun culture with regular socials. A generous referral scheme. A brand new computer + monitor.