• Supporting UK-based teams, work must start between 7-8 am EST daily • Proactively learn about FICO products • Work with development team to define documentation deliverables for each release • Research, write, and edit deliverables • Coordinate production and handoff of final deliverables • Explore architectural and platform issues relevant to products • Provide technical assistance to sales, marketing, support, and other technical writers • Interact with Product Managers, Development, QA teams, subject-matter experts • Collaborate with other technical writers across FICO to improve processes

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 and what 1,200+ people say on G2. 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. 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 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) 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

• Develop and maintain technical documentation with docs-as-code, including code samples, implementation guides, and feature references. • Create educational materials such as self-paced courses to help developers go from zero to hero on secrets management. • Own product updates, white papers, and the developer newsletter. • Collaborate with engineering to continuously review and improve documentation accuracy and usability.

• Become a subject matter expert in the OnePlan platform, with a strong understanding of how different tools are used across real workflows. • Partner with Product Managers, Product Marketing, Engineers, Product Support, and Education & Training Team to create and maintain high-quality documentation, including user guides, integration and API documentation, and in-app content such as tooltips and onboarding prompts. • Create and maintain learning resources that go beyond written documentation, including videos, demos, guided tours, and other interactive education formats. • Manage and maintain the internal documentation ticketing system, addressing requests and issues from both customers and internal teams. • Take complex concepts and explain them in clear, engaging ways that make sense to a wide range of users. • Gather and incorporate feedback to continuously improve documentation clarity and usability. • Act as an editor and reviewer to ensure documentation is consistent, accurate, and aligned across OnePlan. • Track usage and feedback on training materials to help prioritize future documentation and learning initiatives.