Why This Job is Featured on The SaaS Jobs
Synthesia sits in a modern SaaS category where product value is delivered through a browser-based platform, and support is tightly linked to adoption and retention, particularly with enterprise customers. A Technical Support Associate role in this context is notable because it operates at the intersection of customer workflows, platform reliability, and product usability, with day to day work grounded in real production issues rather than abstract troubleshooting.
For a SaaS career, the long-term value comes from learning how subscription software is operated and improved in practice: structured triage, clear case documentation, and crisp escalation to specialists and engineering. Exposure to common SaaS building blocks such as authentication flows, ticketing systems, and basic web diagnostics develops a foundation that transfers well into support engineering, solutions roles, customer success operations, or product-facing technical roles over time.
This position is best suited to someone who enjoys methodical problem solving and communicating clearly with non-technical stakeholders while keeping multiple threads moving. It also fits professionals who want to build technical depth incrementally, using guidance from senior peers, and who prefer work that blends customer interaction with investigative analysis in a SaaS environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.
As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.
Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.
About the role
As a Technical Support Associate at Synthesia, you’ll be part of the team ensuring delivering first-line technical support to enterprise customers. You’ll assist with technical investigations, resolve customer issues, and learn to handle more complex cases as you develop your technical and analytical skills.
You’ll work closely with experienced Technical Support Specialists and Engineers, gaining exposure to a wide range of technical systems while supporting customers and internal teams. This is a great opportunity to start or advance your career in technical support within a fast-paced, innovative SaaS company.
Role Responsibilities:
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
About You:
1 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes
Confident and clear communicator, with the ability to explain technical concepts to non-technical users
Highly organised with strong analytical and problem-solving skills, and attention to detail
Comfortable taking ownership of issues and managing multiple cases in parallel
Curious, proactive learner who enjoys developing technical depth and understanding new tools
Collaborative team player who contributes positively to team discussions and continuous improvement
Technical Experience (Preferred but not Required):
Basic understanding of SaaS platforms and web technologies
Familiarity with basic browser troubleshooting and developer tools
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)
Success will be measured on:
Key Performance Indicators (KPI’s) within the support team, including but not limited to:
