Junior Technical Support Specialist – UK
Location: London, England (Remote/Hybrid)
Salary: £35,000 (Estimated)
Company: Synthesia
Job Type: Full-time
About the Role
Synthesia is hiring a Junior Technical Support Specialist to provide first-line technical support to enterprise customers. This role is ideal for candidates looking to start or advance their career in technical support within a fast-growing SaaS company.
You’ll work closely with experienced Technical Support Specialists and Engineers, gaining hands-on exposure to modern technical systems while helping customers resolve platform-related issues efficiently.
Key Responsibilities
- Provide first-line technical support to enterprise customers primarily via live chat
- Investigate, reproduce, and resolve reported platform issues
- Gather, document, and update accurate case details
- Apply standard troubleshooting techniques under guidance
- Escalate complex or critical issues with clear diagnostics
- Follow up with customers to ensure issue resolution and satisfaction
- Maintain clear and professional communication at all times
- Document solutions and troubleshooting steps for internal knowledge sharing
About You
- 1+ year experience in technical support, helpdesk, or a customer-facing technical role (or relevant education)
- Strong interest in technology, SaaS platforms, and software troubleshooting
- Excellent written and verbal communication skills
- Strong organisational and problem-solving abilities
- Willingness to learn new tools, systems, and technologies
- Comfortable managing multiple tasks in a fast-paced environment
- A collaborative team player with a proactive mindset
Technical Experience (Preferred but Not Required)
- Basic understanding of SaaS platforms and web technologies
- Familiarity with browser troubleshooting and developer tools
- Experience using ticketing systems such as Jira, Intercom, or Salesforce
- Awareness of SSO and authentication concepts
- Interest in APIs, system integrations, or data analysis
- Exposure to log analysis or monitoring tools (e.g. Datadog)
Performance Measurement
Success in this role will be measured using key support metrics, including:
- Customer Satisfaction (CSAT)
- First Response Time
- SLA Compliance
- Productivity metrics
Working Hours
Core business hours are 9am – 6pm, Monday to Friday.
Occasional weekend or bank holiday support may be required due to global customer coverage.
Life at Synthesia
At Synthesia, team members are expected to:
- Put the customer first
- Take ownership and act decisively
- Move fast and experiment
- Enjoy the journey
What’s On Offer
- Competitive salary plus stock options
- 25 days annual leave + public holidays
- Paid parental and sick leave
- Brand new computer and monitor
- Fun, inclusive culture with regular team socials
- Remote/Hybrid working options
