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Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100.Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion.As a Technical Support Specialist, you’ll play a key role in ensuring Synthesia delivers a reliable and consistent experience for our customers. You’ll be the go-to team for internal technical escalations and play a key part in Synthesia’s technical Success.You’ll investigate complex platform issues, apply technical fixes where possible, and escalate clearly to Engineering when required. You’ll own cases end to end, reproducing problems, analysing logs and data, validating workarounds or patches, and confirming resolution with the customer.Role Responsibilities:Investigate and troubleshoot complex technical issues across the Synthesia platformApply fixes, configuration changes, or validated workarounds where possibleEscalate to Engineering with clear diagnostic details and impact assessmentsReproduce reported issues in internal environments to identify root causesAnalyse logs, data, and customer configurations to support investigationsValidate fixes or patches and confirm resolution with the customerDocument findings, solutions, and technical procedures for future referenceCollaborate with Product and Engineering teams to report bugs and suggest improvementsAbout You:Minimum 5 years of experience in a technical support or similar customer-facing technical roleStrong troubleshooting and problem-solving skills, with a logical and analytical approachConfident communicator with clear, concise verbal and written skillsSolid technical foundation and curiosity to learn new systems and toolsExperienced in diagnosing and resolving technical issues remotelyAble to prioritise and manage workload in a fast-paced environmentComfortable working both independently and collaboratively across teamsTechnical Experience:SSO / WorkOS configuration and troubleshootingREST APIs and Postman for testing and validationMonitoring and debugging using DatadogSaaS platform support and administrationAnalysing HAR files and network traffic for issue reproductionAt Synthesia we expect everyone to...Put the Customer FirstOwn it & Go DirectBe Fast & ExperimentalMake the Journey FunThe 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 startupPaid parental leave25 days of annual leave + public holidays + paid sick leaveFun culture with regular socialsA generous referral schemeA brand new computer + monitor
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