At Synthesia, our Junior Technical Support Specialist plays a pivotal role in empowering businesses to harness AI-generated video content effortlessly. Based in our vibrant New York office, this position supports the expansion of our cutting-edge platform used by marketing teams and enterprises worldwide. The role demands quick thinking to maintain high client satisfaction amid rapid technological advancements in digital media. Day-to-day, you will diagnose and resolve technical glitches in video rendering, avatar customization, and integration with tools like Salesforce or Zapier. Expect to log detailed tickets in Zendesk, collaborate with engineering on bug escalations, and craft tailored guides for common workflows such as script-to-video automation. You will monitor system performance during peak usage, conduct remote sessions to replicate user issues, and contribute to a knowledge base enriched with real-world case studies. Interactions span global time zones, requiring precise communication to turn frustrated users into loyal advocates. A bachelor's degree in computer science, information technology, or a related field is required, along with 1-2 years of customer-facing tech support experience. Proficiency in macOS and Windows troubleshooting, basic networking, and familiarity with REST APIs is essential. Prior exposure to SaaS environments or video editing software like Adobe Premiere will set you apart. Technical acumen in HTML/CSS debugging and SQL queries pairs with soft skills like empathetic listening and problem-solving under pressure. Adaptability to evolving AI tools and a knack for simplifying complex concepts for non-technical stakeholders are crucial in our fast-paced setting. Synthesia fosters a collaborative culture in our SoHo headquarters, blending creative minds with tech experts. Teams enjoy flexible hours, regular hackathons, and clear paths to senior roles through mentorship programs. We offer competitive compensation, comprehensive health coverage, unlimited PTO, and professional development stipends.