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 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.
Your responsibilities will include:
Investigating and troubleshooting complex technical issues across the Synthesia platform Applying fixes, configuration changes, or validated workarounds where possible Escalating to Engineering with clear diagnostic details and impact assessments Reproducing reported issues in internal environments to identify root causes Analysing logs, data, and customer configurations to support investigations Validating fixes or patches and confirming resolution with the customer Documenting findings, solutions, and technical procedures for future reference Collaborating with Product and Engineering teams to report bugs and suggest improvements
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