Technical Support Specialist (AI)

TL;DR

Technical Support Specialist (AI/SaaS): Ensuring a reliable customer experience by investigating complex platform issues and managing technical escalations with an accent on root cause analysis and Engineering collaboration. Focus on diagnosing SaaS platform issues using Datadog, Postman, and HAR files to validate fixes and improve product stability.

Location: Remote (UK) or London

Company

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100.

What you will do

• Investigate and troubleshoot complex technical platform issues end-to-end.
• Apply technical fixes, configuration changes, or validated workarounds where possible.
• Perform root cause analysis by reproducing issues in internal environments and analyzing logs.
• Collaborate with Product and Engineering teams to escalate bugs and suggest improvements.
• Document technical procedures, solutions, and findings for internal knowledge bases.
• Validate patches and confirm final resolutions with customers.

Requirements

• Minimum 5 years of experience in technical support or a similar customer-facing technical role.
• Strong troubleshooting skills with a logical and analytical approach to problem-solving.
• Experience with REST APIs, Postman, and analyzing HAR files and network traffic.
• Proficiency in monitoring and debugging using Datadog.
• Knowledge of SSO and WorkOS configuration and troubleshooting.
• Must be based in the UK.

Culture & Benefits

• Competitive salary and stock options in a high-growth Series E startup.
• 25 days of annual leave plus public holidays and paid sick leave.
• Comprehensive paid parental leave.
• Dynamic culture with regular social events.
• Provision of a brand new computer and monitor.