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# Technical Support Specialist – German Speaking

Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.

[Apply for this job](#job-application)[View company](https://jobicy.com/company/synthesia.md)Share10 Sep 2026Published36Listing views3Application actions10 Oct 2026Apply before  Opportunity details

## About this role.

AI SummarySynthesia 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

4/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThis is a senior technical support role involving ambiguous SaaS incidents, log and network analysis, API validation, and root-cause reproduction. The specialist must independently drive cases while translating technical findings into clear updates for both customers and engineering teams.

## Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianHighly competitive$105,000US market range$85k–$125k0$138k

AI insightNo numeric compensation is disclosed, so these are estimated US-market annual base-salary figures for a Technical Support Specialist with 5+ years of SaaS, API, SSO, and observability experience. Actual UK compensation may differ materially based on location, level, and equity structure.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Technical Support](https://jobicy.com/jobs?search_keywords=Technical%20Support.md)[SaaS Support](https://jobicy.com/jobs?search_keywords=SaaS%20Support.md)[German Language](https://jobicy.com/jobs?search_keywords=German%20Language.md)[Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md)[REST APIs](https://jobicy.com/jobs?search_keywords=REST%20APIs.md)[Postman](https://jobicy.com/jobs?search_keywords=Postman.md)[SSO](https://jobicy.com/jobs?search_keywords=SSO.md)[WorkOS](https://jobicy.com/jobs?search_keywords=WorkOS.md)[Datadog](https://jobicy.com/jobs?search_keywords=Datadog.md)[HAR File Analysis](https://jobicy.com/jobs?search_keywords=HAR%20File%20Analysis.md)

Sample interview questionsDescribe how you would investigate a customer report that a video-generation request is failing intermittently.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.

How have you used REST APIs and Postman in technical support?

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.

A customer cannot access the platform after an SSO change. What would you check?

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.

What information makes an escalation to Engineering effective?

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.

How do you manage several urgent support cases while maintaining high-quality communication?

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

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A brand new computer + monitor

Show more

[Apply now >](https://jobicy.com/jobs/152989-technical-support-specialist-german-speaking.md)

>  Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md)

*

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