Junior Technical Support Specialist

Junior Technical Support Specialist - US

New York

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  youre reading this and nodding, check out ourbrand 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

Were 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 its 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.

Were trusted by leading brands such as Heineken, Zoom, Xerox, McDonalds, and more. Read stories from happy customers and what1,200+ people say on G2.

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 weve 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.

As a Junior Technical Support Specialist at Synthesia, youll be part of the team ensuring delivering first-line technical support to enterprise customers. Youll assist with technical investigations, resolve customer issues, and learn to handle more complex cases as you develop your technical and analytical skills.

• 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

• 1+ year experience in a technical support, helpdesk, or customer-facing technical role (or relevant education)
• Strong interest in technology, software troubleshooting, and customer success
• Clear and confident communicator, both written and verbal
• Excellent organisational and problem-solving skills with attention to detail
• Eager to learn new systems, tools, and troubleshooting techniques
• Comfortable working in a fast-paced environment and managing multiple tasks
• Collaborative team player with a proactive attitude

• Basic understanding of SaaS platforms and web technologies
• 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)

Key Performance Indicators (KPIs) within the support team, including but not limited to:

• Customer Satisfaction (CSAT)
• First Response Time
• SLA Compliance
• Productivity metrics