Synthesia
AI video platform
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Specialist at Synthesia. Skills: Technical Support, Troubleshooting, Problem Solving, Customer Facing. Investigate and troubleshoot complex technical issues. Apply fixes”
What You'll Achieve.
ensure Synthesia delivers a reliable and consistent experience; report bugs; suggest improvements
Industry & Context.
troubleshooting and problem-solving skills; logical and analytical approach
What They're Looking For.
Must Have
Minimum 5 years of experience in a technical support or similar customer-facing technical role, 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
What You'll Do.
Investigate and troubleshoot complex technical issues
Escalate to Engineering
Reproduce reported issues
Validate fixes or patches
Confirm resolution with customer
How You'll Work.
Team & Collaboration
Collaborate with Product and Engineering teams; working collaboratively across teams
Communication Scope
clear, concise verbal and written skills
Full Job Description
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 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: -
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