Technical Support Specialist - German Speaking
Core
Investigate and troubleshoot complex technical issues for the Synthesia AI video platform, applying fixes and escalating to engineering.
Role type
Senior Technical Support Specialist (SaaS)
Builds
Reliable customer experience for enterprise clients using AI video generation
Domain
SaaS / AI Video Platform / Enterprise Software
Deliverable
client delivery
Required skills
SSO/WorkOS configuration, REST API testing, log analysis, HAR file analysis, remote troubleshooting, root cause analysis, patch validation
Preferred skills
SaaS platform administration, network traffic analysis, cross-functional collaboration
Technologies
Datadog, Postman, WorkOS
Responsibilities
Investigate and troubleshoot complex technical issues across the platform; Apply fixes, configuration changes, or validated workarounds; Escalate to Engineering with clear diagnostic details; Reproduce reported issues in internal environments; Analyse logs, data, and customer configurations; Validate fixes or patches and confirm resolution; Document findings and technical procedures; Collaborate with Product and Engineering to report bugs.
Seniority
Senior, hands-on IC