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18 days ago
Requirements and responsibilities
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.About the Role: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 reproduction
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