At a Glance
- Tasks: Troubleshoot complex technical issues and ensure customer satisfaction.
- Company: Join Synthesia, the leading AI video platform for businesses.
- Benefits: Competitive salary, stock options, 25 days leave, and a fun culture.
- Other info: Remote work with opportunities for growth in a dynamic environment.
- Why this job: Be part of an innovative team shaping the future of visual communication.
- Qualifications: 5+ years in technical support with strong problem-solving skills.
The predicted salary is between 31500 - 38500 £ per year.
Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.
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
About You:
- 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
At Synthesia we expect everyone to...
- Put the Customer First
- Own it & Go Direct
- Be Fast & Experimental
- Make the Journey Fun
The good stuff...
- 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
Location: UK Remote; London
Employment Type: Full time
Location Type: Remote
Department: Commercial Customer Support
Technical Support Specialist - German Speaking in London employer: Synthesia
At Synthesia, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Greater London. Our commitment to employee growth is evident through continuous learning opportunities and the chance to work on cutting-edge AI technologies, making every day at Synthesia both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist - German Speaking in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Synthesia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Synthesia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist - German Speaking in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Synthesia:Your cover letter is your chance to shine! Tell us why you want to work at Synthesia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Synthesia!
How to prepare for a job interview at Synthesia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
