[Hiring] Technical Support Specialist @Synthesia

Role Description

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

Qualifications

• 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

Location

• US Remote