Technical Support Specialist – German Speaking

Overview

As a Technical Support Specialist, you ensure a reliable, consistent experience for customers and act as the primary internal escalation point for technical issues. You own cases end-to-end, reproduce problems, analyze logs, apply workarounds or patches, and validate resolutions with customers. You collaborate with Product and Engineering to report bugs and drive improvements, contributing to Synthesia’s technical success and customer satisfaction. This role offers opportunities to impact platform reliability at scale in a fast-paced, cross-functional environment. You will work with a customer-first mindset to solve complex issues and help customers get value quickly.

Pay / Benefits

• competitive salary + stock options
• Paid parental leave
• 25 days of annual leave + public holidays + paid sick leave
• Fun culture with regular socials
• Generous referral scheme
• Brand new computer + monitor

Responsibilities

• Investigate and troubleshoot complex platform 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

Key requirements

• Minimum 5 years of experience in a technical support or similar customer-facing technical role
• Strong troubleshooting and problem-solving skills with an analytical approach
• Confident communicator with clear verbal and written skills
• Solid technical foundation and curiosity to learn new systems and tools
• Experienced in diagnosing and resolving technical issues remotely
• Ability to prioritise and manage workload in a fast-paced environment
• Comfortable working independently and across teams

• Strong communication
• Analytical mindset
• Collaborative team player
• SSO / WorkOS configuration and troubleshooting
• REST APIs and Postman for testing and validation
• Monitoring and debugging using Datadog

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