Junior Technical Support Specialist - UK

Mesh-AI Limited; City of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A technology company in London is seeking a Junior Technical Support Specialist to provide first-line support to enterprise customers. The role involves investigating and resolving issues while collaborating with experienced team members. Ideal candidates will have a strong interest in technology and a passion for customer success. This position offers a competitive salary and benefits in a dynamic environment.

Benefits

Competitive salary + stock options

Paid parental leave

25 days of annual leave

Fun culture with regular socials

Brand new computer + monitor

Qualifications

• 1+ year experience in a technical support or customer-facing role.
• Strong interest in technology and software troubleshooting.
• Eager to learn new systems and troubleshooting techniques.
• Clear communicator, both written and verbal.

Responsibilities

• Provide first-line technical support to enterprise customers.
• Document and resolve customer issues effectively.
• Follow up to ensure customer satisfaction.
• Collaborate with senior team members on complex issues.

Skills

Technical support experience

Communication skills

Problem-solving

Organizational skills

Education

Relevant educational background

Tools

Intercom

Jira

Salesforce

Job description

Junior Technical Support Specialist - UK

London

As a Junior Technical Support Specialist 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+ year experience in a technical support, helpdesk, or customer-facing technical role (or relevant education)
• Strong interest in technology, software troubleshooting, and customer success
• Clear and confident communicator, both written and verbal
• Excellent organisational and problem-solving skills with attention to detail
• Eager to learn new systems, tools, and troubleshooting techniques
• Comfortable working in a fast-paced environment and managing multiple tasks
• Collaborative team player with a proactive attitude

Technical Experience (Preferred but not Required)

• Basic understanding of SaaS platforms and web technologies
• 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:

• Customer Satisfaction (CSAT)
• First Response Time
• SLA Compliance
• Productivity metrics

Working Hours

Our core business hours are 9am – 6pm, Monday to Friday. However, as we’re a global company with customers around the world, weekend work may occasionally be required to support business needs or critical issues, with the inclusion of bank holidays.

At Synthesia we expect everyone to…

• Put the Customer First
• Own it & Go Direct
• Make the Journey Fun

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 D startup
• Paid parental leave
• 25 days of annual leave + public holidays + paid sick leave
• Fun culture with regular socials
• A brand new computer + monitor
• Remote/Hybrid Role