Global Technical Support Manager

Synthesia; New York (NY); On-site; USD 80,000 - 120,000; Full time

Job summary

Join a dynamic and innovative company on a mission to simplify video production for everyone. As a Technical Support Manager, you will lead a skilled team to deliver exceptional support experiences while driving continuous improvements. This role offers the chance to work in a fast-paced environment, collaborating closely with cross-functional teams to resolve complex technical issues. With a commitment to excellence and a focus on customer satisfaction, you'll play a critical role in shaping the future of video communications. Enjoy a competitive salary, stock options, and a range of benefits that support your career growth and well-being.

Benefits

Private Medical Insurance

Paid Parental Leave

25 Days Annual Leave

Cycle to Work Scheme

Company Retreats

Free Office Snacks

Home Office Setup Budget

Career Growth Opportunities

Qualifications

• 3+ years managing technical support teams with a focus on coaching.
• Strong ability to analyze metrics for operational improvements.
• Proven experience in resolving complex technical issues.

Responsibilities

• Lead Tier 2 technical support team, ensuring quality and efficiency.
• Oversee troubleshooting of complex technical issues and incidents.
• Foster collaboration with engineering and product teams for bug resolution.

Skills

Technical Support Management

Problem Solving

Interpersonal Skills

Data Analysis

CRM Systems

Coaching and Mentoring

Education

Bachelor's Degree in a related field

Tools

Intercom

Zendesk

JIRA

Notion

Confluence

Datadog

AWS

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 and what 1,200+ 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. We've raised over $150M in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The role...

As a Technical Support Manager, you will lead and empower a highly skilled Tier 2 technical support team to deliver exceptional support experiences and technical solutions. Combining your leadership expertise with deep technical knowledge, you will work closely with your team, cross-functional departments, and customers to troubleshoot and resolve complex technical issues while driving continuous improvements.

• Lead and manage the Tier 2 technical support team (UK & US), providing guidance, coaching, and performance feedback.
• Oversee the troubleshooting and resolution of complex technical issues, ensuring quality and efficiency in all escalated cases.
• Play a critical role in incident management, coordinating responses to high-impact technical incidents, communicating updates to stakeholders, and ensuring a timely resolution while minimising customer impact.
• Foster collaboration with engineering, product, and other internal teams to escalate and resolve bugs while maintaining clear communication with customers.
• Drive team adoption of monitoring and diagnostic tools such as Datadog and AWS to enhance performance tracking and troubleshooting capabilities.
• Analyse support metrics to identify trends, improve team performance, and implement strategies to enhance customer satisfaction.
• Stay abreast of product updates and ensure team readiness to support new features and resolve related technical challenges.
• Develop and maintain internal documentation, training materials, and playbooks to support team development and scalability.
• Promote a culture of continuous improvement and technical excellence within the support team.

About you...

• Minimum of 3 years of experience managing technical support teams, with demonstrated success in coaching, mentoring, and team development.
• Ability to deep dive into complex technical issues, identify root causes, and implement effective solutions.
• Excellent interpersonal and communication skills, capable of bridging the gap between technical teams and non-technical stakeholders.
• Proven experience in analysing metrics to make data-driven decisions and improve operational efficiency.
• Proficiency in CRM systems (e.g., Intercom, Zendesk), issue tracking software (e.g., JIRA), and internal documentation tools (e.g., Notion, Confluence).
• Strong commitment to delivering exceptional customer experiences through technical support excellence.
• Experience in the technology / software industry is a must.

Success Metrics...

Your performance will be measured on key metrics including but not limited to :

• Team performance against SLA metrics such as First Response Time and Resolution Time.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Escalation resolution rate and team productivity.
• Proactive identification and resolution of team skill gaps or process inefficiencies.

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 C 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).

Regular socials and company retreats + free office snacks and regular tasty lunches! (London)

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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