Why This Job is Featured on The SaaS Jobs
This Technical Support Specialist role stands out in the SaaS ecosystem because it sits at the operational center of a product-led, enterprise-facing AI platform, where reliability, integrations, and configuration are part of the customer experience. With Synthesia operating at significant scale, support work is less about basic how to guidance and more about diagnosing platform behavior across real customer environments.
For a SaaS career, the role builds durable strengths in technical triage, incident thinking, and cross-functional communication. The day-to-day emphasis on reproducing issues, analyzing logs and network traces, and translating findings into engineering-ready context mirrors how mature SaaS companies reduce time to resolution and protect retention. Experience spanning SSO, APIs, and monitoring tools also transfers well into adjacent paths such as technical account management, solutions engineering, or support engineering.
This position is best suited to professionals who prefer structured problem solving, clear documentation, and end-to-end ownership of customer-impacting cases. It will fit someone comfortable working remotely across Product and Engineering interfaces, and who enjoys balancing independent investigation with collaborative escalation when deeper fixes are needed.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.
About the Role:
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
Location: UK remote
