This is a fully remote position, open to applicants in United Kingdom.

• Investigate and resolve intricate technical challenges across the Synthesia platform.

• Implement fixes, configuration modifications, or verified workarounds whenever feasible.

• Escalate issues to Engineering with comprehensive diagnostic information and impact evaluations.

• Replicate reported problems in internal environments to determine root causes.

• Examine logs, data, and customer configurations to assist in investigations.

• Validate fixes or patches and confirm the resolution with the customer.

• Record findings, solutions, and technical procedures for future reference.

• Collaborate with Product and Engineering teams to report bugs and propose enhancements.

• A minimum of 5 years of experience in a technical support or comparable customer-facing technical role.

• Excellent troubleshooting and problem-solving abilities, with a logical and analytical mindset.

• Effective communicator with clear and concise verbal and written skills.

• Strong technical background and eagerness to learn new systems and tools.

• Proficient in diagnosing and resolving technical issues remotely.

• Capable of prioritizing and managing workload in a dynamic environment.

• Comfortable working both independently and collaboratively within teams.

• Experience with SSO / WorkOS configuration and troubleshooting.

• Familiarity with REST APIs and Postman for testing and validation.

• Skilled in monitoring and debugging using Datadog.

• Experience in SaaS platform support and administration.

• Ability to analyze HAR files and network traffic for issue reproduction.

• A competitive salary plus stock options in our rapidly expanding Series D startup.

• Paid parental leave.

• 25 days of annual leave, in addition to public holidays and paid sick leave.

• A vibrant culture with frequent social events.

• A generous referral program.

• A brand new computer and monitor.

Technical Support Specialist, German Speaking

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