Why This Job is Featured on The SaaS Jobs
Synthesia sits in a modern SaaS category where product value is delivered through an AI-driven platform used inside large organisations. A Technical Support Specialist role in this context matters because reliability, identity configuration, and integrations shape day-to-day adoption as much as core features. The listing signals work at the intersection of customer environments and internal systems, where diagnosing platform behaviour is part of maintaining trust in a subscription product.
For a SaaS career, this kind of support remit builds durable platform literacy: tracing issues via logs and network data, validating fixes, and translating real-world impact into actionable engineering context. Experience with SSO, APIs, and monitoring tools maps cleanly to many SaaS domains, and strengthens the ability to operate across the full incident lifecycle from reproduction to resolution and documentation. That blend is often a foundation for progression into technical account management, solutions engineering, or support operations.
This role tends to suit professionals who like structured problem solving and closing cases end to end, while collaborating closely with Product and Engineering on root causes. It also fits someone comfortable working remotely and communicating clearly with multiple stakeholders, especially when technical detail needs to be made legible to non-specialists.
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: US Remote
