Technical Support Specialist, German Speaking

• Join Synthesia as a German-speaking Technical Support Specialist, working remotely from the UK. • Help the world’s leading AI video platform deliver a reliable, consistent customer experience. • Act as the go-to team for internal technical escalations. • Investigate complex platform issues and apply fixes where possible. • Own cases end to end, from reproducing problems to confirming resolution with customers. • Work fully remotely in the UK, with London as an option.

• Bring 5+ years of experience in technical support or a similar customer-facing technical role. • Speak German fluently, alongside English. • Troubleshoot and solve problems with a logical, analytical approach. • Communicate clearly and concisely in writing and speech. • Diagnose and resolve technical issues remotely. • Prioritise and manage your workload in a fast-paced environment. • Work well both independently and across teams. • Bring experience configuring and troubleshooting SSO, ideally with WorkOS. • Test and validate REST APIs using Postman. • Analyse HAR files and network traffic to reproduce issues.

• Bring experience monitoring and debugging with Datadog. • Show experience supporting and administering SaaS platforms. • Bring experience supporting enterprise customers. • Show experience writing technical documentation or knowledge base articles.

• Investigate and troubleshoot complex technical issues across the Synthesia platform. • Apply fixes, configuration changes or validated workarounds. • Escalate to Engineering with clear diagnostics and impact assessments. • Reproduce reported issues in internal environments to find root causes. • Analyse logs, data and customer configurations. • Validate fixes and confirm resolution with customers. • Document findings, solutions and technical procedures. • Report bugs and suggest improvements to Product and Engineering.

• Earn a competitive salary plus stock options. • Work fully remotely from the UK. • Take paid parental leave. • Enjoy 25 days’ annual leave plus public holidays and paid sick leave. • Join regular socials and a generous referral scheme. • Receive 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, it builds products that improve visual communication and enterprise skill development. Following a $200 million Series E, Synthesia is valued at $4 billion and backed by investors including Accel, NVentures, Kleiner Perkins and GV.