Technical Support Specialist - UK

Voice AI Space; City of London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A tech-focused communication company in the UK seeks a Technical Support Specialist to ensure a reliable customer experience. You will troubleshoot complex platform issues, apply technical solutions, and collaborate with engineering teams. The ideal candidate has at least 2 years' experience in a technical support role and strong problem-solving skills. This position offers competitive salary options along with other benefits in a dynamic work environment.

Benefits

Competitive salary + stock options

Paid parental leave

25 days of annual leave

Fun culture with regular socials

Generous referral scheme

Brand new computer + monitor

Qualifications

• Minimum 2 years of experience in technical support or similar customer-facing role.
• Experienced in diagnosing and resolving technical issues remotely.
• Able to prioritise and manage workload in a fast-paced environment.

Responsibilities

• Investigate and troubleshoot complex technical issues across the platform.
• Apply fixes or validated workarounds where possible.
• Collaborate with Product and Engineering teams to report bugs.

Skills

Strong troubleshooting and problem-solving skills

Confident communicator

Curiosity to learn new systems and tools

Tools

REST APIs and Postman

Datadog

SaaS platform support

Job description

Welcome to the video-first world

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now…

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s, and more. Read stories from happy customers, 1,200+ people say on G2 and being named as one of the "Top Startups to Bet Your Career On" in 2025!

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

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 escalation 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.

• 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 2 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

Working Hours

Our core business hours are9am – 6pm, Monday to Friday. However, as we’re a global company with customers around the world, weekend work may occasionally be required to support business needs or critical issues, with the inclusion of bank holidays.

At Synthesia we expect everyone to...

• Put the Customer First
• Own it & Go Direct
• Be Fast & Experimental
• Make the Journey Fun

The good stuff...

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• 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