Technical Support Specialist - APAC at Synthesia

Offer summary

Qualifications:

At least 2 years of experience in a technical support environment., Excellent verbal and written communication skills in English and Japanese., Good technical knowledge and experience in troubleshooting technical issues., Bachelor’s degree in a related field is desirable but not essential..

Key responsibilities:

Provide technical assistance and support to customers via email, chat, or remote access tools.

Record and maintain accurate customer information within CRM systems like Intercom and Salesforce.

Identify and diagnose technical issues and collaborate with Tier 1 support to resolve them.

Provide timely updates to customers and meet individual and team performance metrics.

Job description

Welcome to the video-first world

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now…

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s, and more. Read stories from happy customers,what 1,200+ people say on G2 and being named as one of the "Top Startups to Bet Your Career On" in 2025!

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The role...

As a Technical Support Specialist (TSS) you are in a position of responsibility to provide more specialised technical assistance and support to customers who are experiencing platform issues and act as an escalation point for Tier 1 support.

Provide technical assistance and support to customers via email, chat, or remote access calls / tools
Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
Identify and diagnose technical issues related to our platform and other technical components
Collaborate with Tier 1 support (CSR’s) to resolve more complex technical issues
Escalate issues to Tier 3 support or other teams when necessary
Provide timely updates to customers on the status of their request / issues
Meet individual and team performance metrics (KPI’s) such as service level agreements, final resolution times, customer satisfaction, first contact resolution and escalation rates
Continuously improve your own product knowledge, technical skills and remain up to date with our product, services and processes
Participate in knowledge sharing and training sessions with the support team and customers as and when required
Provide constructive feedback to the business and leadership teams to improve customer support processes and procedures

About you...

At least 2 years experience within a technical support environment; Bachelor’s degree in a related field desirable but not essential.
Excellent verbal and written communication skills
Good technical knowledge
Experience in troubleshooting technical issues and providing solutions
Experience in using tools to technically support customers remotely
Ability to work in a fast-paced and dynamic environment
Ability to work independently and as part of a team
Flexibility to work different shifts, bank holidays and weekends as and when required
In APAC timezone
Must be bilingual in English and Japanese to a business proficient standard

Working Hours

As we’re a global company with global customers, we need to make sure we’re available to support them 7 days a week. We’re looking for someone who is happy doing shift work, Monday-Sunday any hours between 6am - 12am in the APAC timezone.