Product Support Specialist (QA Engineer) - London

Why is now a really exciting time to join Synthesia?

Synthesia's vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video. We are the world’s leader in synthetic AI, working with some of the world’s biggest corporate and media brands; BBC, EY, Facebook, McDonalds, Amazon and WPP, to name a few! We already partner with big celebrity names such as David Beckham and Lionel Messi, a campaign collaboration which also received a Cannes Lion Award in 2021. We have crazy user traction with our first self-service product for businesses in just 6 months since the unveiling! Despite the product still being in public beta, we have a very high NPS of 71 and growing! We've raised more than $66 Million so far from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 #5 on Europe's Tech Soonicorn list 🦄

Join the rocket ship while it's taking off! 🚀

As a Product Support Specialist (QA Engineer), you play a crucial role in ensuring customer satisfaction, product functionality and resolution. You are the go-to person when it comes to product knowledge, and you are responsible for keeping up-to-date with the latest product updates and testing. In addition to providing Tier 3 support, you are the final escalation point for any issues that cannot be resolved at lower levels. 

Your expertise and ability to provide effective solutions to complex problems make you a valuable member of the team. You also have the opportunity to work closely with other departments, such as Customer Success, Sales, Product and Marketing, to provide insights into customer needs and product challenges. 

All of these responsibilities require a high level of attention to detail, excellent communication skills, and a commitment to delivering the best possible customer experience.

The role...

• You serve as a subject matter expert for our product and services
• Provide support to Tier 1 and Tier 2 support teams on complex product-related issues
• Develop and implement testing plans and strategies for software products and applications
• Collaborate with cross-functional teams, including developers, product managers, and customer support, to ensure that quality standards are met
• Design and execute manual and automated test cases to identify defects and bugs
• Track and report on testing progress and results to the Head of Customer Support including test plans, test cases, and test reports
• Participate in code and design reviews to provide feedback on quality and testing requirements
• Conduct regression testing to ensure that defects and bugs have been resolved
• Continuously improve testing processes and methodologies
• Develop and deliver training and support materials for other teams and customers
• Provide product demonstrations and presentations to support and customers as and when required
• Continuously improve your product and technical knowledge of our product, services, and industry trends
• Participate in product development and testing to ensure product quality and functionality
• Provide regular feedback to the leadership team to improve product features and functionality

About you...

• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent work experience may be considered
• At least 3 years of experience in software testing and quality assurance
• Strong knowledge of testing methodologies and tools
• Experience in video / image editing software (e.g. Adobe Premier, DaVinci resolve)
• Good understanding of web technologies (e.g. HTML, CSS, XML, REST)
• Understanding of relational database management systems (e.g. SQL)
• Knowledge of system administration networking - TCP/IP, ping server etc.
• Ability to provide support and training to customers and other teams
• Ability to work in a fast-paced and dynamic environment
• Ability to work independently and as part of a team
• Excellent verbal and written communication skills
• Flexibility to work different shifts, bank holidays and weekends as and when required

The good stuff...

In addition to being a part of a great team, working in a fun and innovative environment, we offer...

🏢 Flexible WFH

📈 Generous stock option plan

💰 Discretionary based bonus

🧓 Pension

🌴 25 days of annual leave + Bank holidays

😍 4 week paid sabbatical after 4 years at the company + $10,000!!

🎉 Fun culture with company offsites (Portugal, Copenhagen, Barcelona!)

📨 Generous referral scheme

 🍫 Free office snacks and regular tasty lunches!

🌍We have several offices in great locations - London, New York, Copenhagen, Amsterdam, Ljubljana and Munich ✌

If you want to be a part of building a legendary company, COME JOIN US! 😊