Technical Support Specialist — German Speaking

• Play a key role in ensuring Synthesia delivers a reliable and consistent experience for customers as the go-to team for internal technical escalations. • Investigate complex platform issues, apply technical fixes where possible, and escalate clearly to Engineering when required. • Own cases end to end — reproducing problems, analysing logs and data, validating workarounds, and confirming resolution with the customer. • Join the world's leading AI video platform for business, used by over 90% of the Fortune 100. • UK remote role, with a London office also available.

• Minimum 5 years of experience in a technical support or similar customer-facing technical role. • Fluent in German. • 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.

• Experience with SSO or WorkOS configuration and troubleshooting. • Familiarity with REST APIs and Postman for testing and validation. • Experience monitoring and debugging using Datadog. • Background in SaaS platform support and administration. • Experience analysing HAR files and network traffic for issue reproduction.

• 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.

• Competitive salary plus stock options in a fast-growing Series D startup. • Paid parental leave. • 25 days of annual leave, plus public holidays and paid sick leave. • Fun culture with regular socials. • A generous referral scheme. • A brand new computer and monitor.

Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017 and headquartered in London, the company has raised over $530 million in total funding, including a recent $200 million Series E round, from investors including Accel, NVentures, Kleiner Perkins, and GV.