> Markdown version of [/jobs/ext/1979676-technical-support-associate](https://www.wearedevelopers.com/jobs/ext/1979676-technical-support-associate). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Associate - **Company:** SYNTHESIA, INC. - **Location:** United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Data Analysis, JIRA, Software as a Service, Programming Tools, Issue Tracking Systems, Log Analysis, Salesforce.Com, Systems Integration, Datadog, Stripe, Web Technologies, Interactive Whiteboards, Webflow - **Published:** August 7, 2026 - **Apply:** https://jobs.ashbyhq.com/synthesia/73b423b5-0fcc-422e-9490-0bb22bcd5a4e ## About the Role * 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) ## Description Remote Hiring Remotely in US Junior Remote Hiring Remotely in US Junior The Technical Support Associate provides first-line technical support to enterprise customers, resolving issues via live chat and escalating complex cases as necessary, while documenting solutions and maintaining communication with customers. The summary above was generated by AI, 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, Key Performance Indicators (KPI's) within the support team, including but not limited to: * Customer Satisfaction (CSAT) * First Response Time * SLA Compliance * Productivity metrics ## Related Videos - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Navigating Growth, Scaling Challenges, and Office Expansions with David Singleton, CTO at Stripe](https://www.wearedevelopers.com/videos/100362-navigating-growth-scaling-challenges-and-office-expansions-with-david-singleton-cto-at-stripe) - [Fingerboard to Keyboard: Transposing One Profession to Another](https://www.wearedevelopers.com/videos/868-fingerboard-to-keyboard-transposing-one-profession-to-another) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Why developer experience matters](https://www.wearedevelopers.com/magazine/514-why-developer-experience-matters)