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Mid LevelFull-timeREST APIGoAI
Salary Range
$38,250 - $51,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Specialist to join Synthesia, the world’s leading AI video platform for business. This role involves ensuring a reliable and consistent experience for customers by investigating complex platform issues and applying technical fixes.
Key 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
Requirements
- ✓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
- ✓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
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