Technical Support Specialist - London London

synthesia.io; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

As a Technical Support Specialist at Synthesia, you will play a crucial role in providing specialized technical assistance and support to our customers. This position requires excellent communication skills and a solid technical background to diagnose and resolve platform issues effectively. Join a fast-paced team in a leading AI video communications company, where you'll have the opportunity to work flexible hours and contribute to enhancing customer experiences.

Benefits

Private Medical Insurance

Paid parental leave

25 days of annual leave

Cycle to work scheme

Pension contribution

New computer and home office budget

Stock options

Qualifications

• At least 2 years experience in a technical support environment.
• Excellent verbal and written communication skills.
• Experience with remote support tools.

Responsibilities

• Provide technical assistance to customers via email and chat.
• Identify and diagnose platform issues.
• Collaborate with Tier 1 support to resolve complex problems.

Skills

Communication

Troubleshooting

Technical Knowledge

CRM Systems

Job description

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, what1,200+ 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 specialised 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

As we’re a global company with global customers, we need to make sure we’re available to support them 7 days a week. We’re looking for someone who is happy doing shift work, Monday-Sunday any hours between 6am - 12am.

At Synthesia we expect everyone to...

• Put the Customer First
• Own it & Go Direct
• Make the Journey Fun

The good stuff...

I n 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 start-up.

Private Medical Insurance (London)

Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay

25 days of annual leave + public holidays in the country where you are based.

Cycle to work scheme (London).

Fun culture with regular socials.

Pension contribution/salary sacrifice. (London)

A brand new computer + monitor and an additional home office set-up budget.

A huge opportunity for career growth as you’ll help shape a market-defining product.

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