German-Speaking Technical Support Specialist - Advanced Proficiency | JobSetuu
Synthesia • UK
Employment Type: ['Full-Time'] •
Experience: •
Posted: 1 week ago
Synthesia, the Leading AI Video Platform: A Technical Support Specialist's Role
Synthesia is a pioneer in the field of AI video technology, serving the world’s leading businesses with over 90% of Fortune 100 companies. Founded in 2017, the company has grown to a headquarters in London and an expansive global footprint, with regional offices and teams across Europe and the United States. Synthesia’s strategic growth has been complemented by robust funding from leading investors, including Accel, Nvidia’s VC arm, Kleiner Perkins, GV, and Evantic Capital, alongside the founders of prominent tech companies like Stripe, Datadog, Miro, and Webflow.
As AI continues to revolutionize the way we work and communicate, Synthesia continues to innovate and enhance its products. The company’s recent Series E funding round valued at billion, and its total funding exceeds 0 million. Investors include Stripe, Datadog, Miro, and Webflow, underscoring the company’s importance in the tech ecosystem.
Technical Support Specialist Overview
As a Technical Support Specialist at Synthesia, you are integral to ensuring a smooth and consistent experience for our customers. Your role involves investigating complex technical issues, applying fixes where possible, and escalating cases to Engineering when necessary. You will own the resolution of issues end-to-end, reproducing problems in internal environments to identify root causes, analyzing logs and data to validate workarounds or patches, and confirming resolution with the customer. You will also collaborate with Product and Engineering teams to report bugs and suggest improvements.
Responsibilities
Investigate and Troubleshoot Complex Technical Issues:
- Investigate and troubleshoot complex technical issues across the Synthesia platform.
- Apply fixes, configuration changes, or validated workarounds where possible.
- Escalate clearly to Engineering with diagnostic details and impact assessments.
Reproduce Reported Issues:
- Reproduce reported issues in internal environments to identify root causes.
Analyze Logs, Data, and Customer Configurations:
- Analyze logs, data, and customer configurations to support investigations.
- Validate fixes or patches and confirm resolution with the customer.
Document Findings, Solutions, and Procedures:
- Document findings, solutions, and technical procedures for future reference.
Collaborate with Product and Engineering Teams:
- Collaborate with Product and Engineering teams to report bugs and suggest improvements.
Required Skills and Experience
Minimum 5 Years of Technical Support or Similar Customer-Facing Technical Role Experience:
- Strong troubleshooting and problem-solving skills.
- Logical and analytical approach.
- Confident communicator with clear, concise verbal and written skills.
Technical Foundation and Curiosity:
- Solid technical foundation and a desire to learn new systems and tools.
- Experienced in diagnosing and resolving technical issues remotely.
- Able to prioritize and manage workload in a fast-paced environment.
Remote Problem Solving Skills:
- Comfortable working both independently and collaboratively across teams.
Technical Experience
Skills and Experience:
- SSO / WorkOS configuration and troubleshooting.
- REST APIs and Postman for testing and validation.
- Monitoring and debugging using Datadog.
- SaaS platform support and administration.
- Analyzing HAR files and network traffic for issue reproduction.
Synthesia’s Expectations
Expectations:
- Put the Customer First.
- Own it & Go Direct.
- Be Fast & Experimental.
- Make the Journey Fun.
Benefits
- Competitive salary + stock options in the 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.
- A welcoming and innovative environment that values teamwork and collaboration.
Job Type
- Full-Time Position Available
In a fast-paced and innovative environment, you will be part of a team that is dedicated to creating the future of AI video technology. Join Synthesia and be a part of a company on the rise, known for its commitment to customer satisfaction and technological innovation.
Apply on Company Site →
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