Technical Support Specialist UK
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Job Summary
Welcome to the video-first world
From your everyday PowerPoint presentations to Hollywood movies AI will transform the way we create and consume content. Today people want to watch and listen not read both at home and at work. If youre reading this and nodding check out our brand video.
Despite the clear preference for video communication and knowledge sharing in the business environment are still dominated by text largely because high-quality video production remains complex and challenging to scaleuntil now
Meet Synthesia
Were on a mission to make video easy for everyone. Born in an AI lab our AI video communications platform simplifies the entire video production process making it easy for everyone regardless of skill level to create collaborate and share high-quality videos. Whether its for delivering essential training to employees and customers or marketing products and services Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. Were trusted by leading brands such as Heineken Zoom Xerox McDonalds and more. Read stories from happy customerswhat1200 people say on G2and being named as one of the Top Startups to Bet Your Career On in 2025!
In 2023 we were one of 7 European companies to reach unicorn February 2024 G2 named us as the fastest growing company in the 2025 we announced our series D total weve raised over $330M in funding from top-tier investors including NEA Atlassian Ventures WiL PSP Growth and existing investors such as Accel Nvidia Kleiner Perkins GV and top founders and operators including Stripe Datadog Miro Webflow and Facebook.
The role...
As a Technical Support Specialist youll play a key role in ensuring Synthesia delivers a reliable and consistent experience for our customers. Youll be the go-to team for internal technical escalations and play a key part in Synthesias technical success. Youll investigate complex platform issues apply technical fixes where possible and escalate clearly to Engineering when required. Youll own cases end to end reproducing problems analysing logs and data validating workarounds or patches and confirming resolution with the customer.
- 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
About you...
- Minimum 2 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
Working Hours
Our core business hours are9am 6pm Monday to Friday. However as were a global company with customers around the world weekend work may occasionally be required to support business needs or critical issues with the inclusion of bank holidays.
At Synthesia we expect everyone to...
- Put the Customer First
- Own it & Go Direct
- Be Fast & Experimental
- Make the Journey Fun
The good stuff...
In addition to being a part of a great team working in a fun and innovative environment we offer:
- A competitive salary stock options in our 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
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
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