About this role.
Synthesia is hiring a German-speaking Technical Support Specialist to own complex customer technical cases for its AI video SaaS platform. The role investigates issues end to end by reproducing faults, reviewing logs and configurations, applying validated fixes or workarounds, and escalating actionable diagnostics to Engineering. It requires at least five years of customer-facing technical support experience and hands-on familiarity with SSO/WorkOS, REST APIs, Postman, Datadog, HAR files, and network troubleshooting. Success depends on strong case ownership, clear customer communication, disciplined documentation, and effective collaboration with Product and Engineering. This is a UK-remote, full-time position with London also listed as a location.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first collect the exact timestamps, affected account details, request IDs, error messages, and reproduction steps. I would attempt to reproduce the behavior, inspect relevant application and service logs in Datadog, compare successful and failed requests, and check configuration or authentication differences. I would communicate interim findings and a safe workaround where available, then escalate with concise evidence, impact, and suspected failure conditions if engineering action is needed.
I use Postman to validate authentication, reproduce API calls, isolate request-body or header issues, and compare responses across environments. I document sanitized example requests, response codes, and observations so customers can correct integrations and engineering can quickly investigate defects. I also ensure tokens and customer data are handled securely.
I would confirm the scope of impact and review the identity-provider and application-side SSO configuration, including entity IDs, ACS or callback URLs, certificates, claims, domains, and user provisioning rules. I would inspect authentication logs and, where appropriate, decode a sanitized SAML response to identify mismatched attributes or validation errors. After testing the correction, I would confirm successful access with the customer and document the resolution.
An effective escalation includes customer impact and severity, clear expected versus actual behavior, reliable reproduction steps, timestamps and correlation IDs, relevant logs or HAR evidence, environment and configuration details, troubleshooting already completed, and the requested engineering decision or action. I keep the report concise, evidence-based, and free of unnecessary customer-sensitive data.
I triage by customer impact, severity, time sensitivity, and availability of workarounds, then set clear ownership and next-update times for every case. I maintain concise case notes and proactively communicate progress even when the next step is still investigation. For blockers, I escalate early with structured evidence while continuing to pursue parallel diagnostic paths.
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.
Technical Support Specialist
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
platform
Apply fixes, configuration changes, or validated workarounds where possible
Escalate to Engineering with clear diagnostic details and impact assessments
Reproduce reported issues in internal environments to identify root causes
Analyse logs, data, and customer configurations to support investigations
Validate fixes or patches and confirm resolution with the customer
Document findings, solutions, and technical procedures for future reference
Collaborate with Product and Engineering teams to report bugs and suggest
improvements
About You:
Minimum 5 years of experience in a technical support or similar customer-facing technical role
Strong troubleshooting and problem-solving skills, with a logical and analytical approach
Confident communicator with clear, concise verbal and written skills
Solid technical foundation and curiosity to learn new systems and tools
Experienced in diagnosing and resolving technical issues remotely
Able to prioritise and manage workload in a fast-paced environment
Comfortable working both independently and collaboratively across teams
Technical Experience:
SSO / WorkOS configuration and troubleshooting
REST APIs and Postman for testing and validation
Monitoring and debugging using Datadog
SaaS platform support and administration
Analysing HAR files and network traffic for issue reproduction
At Synthesia we expect everyone to…
Put the Customer First
Own it & Go Direct
Be Fast & Experimental
Make the Journey Fun
The 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 startup
Paid parental leave
25 days of annual leave + public holidays + paid sick leave
Fun culture with regular socials
A generous referral scheme
A brand new computer + monitor
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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