Support Specialist

Disguise sits at the heart of the most inspiring live and virtual experiences in the world leading the market in building a software and hardware solution that designs sequences and controls the most spectacular productions across film and TV broadcast live and corporate events.

Role: Support Specialist (EMEA)
Department: Support
Location: UK
Reports into: Regional Support Manager

About the role:

The Support Specialist is a crucial role in the customer experience team. The customer experience team focuses on providing the best customer interactions throughout the disguise journey. You will be assisting users working on large scale shows using our hardware and software. At times you will be working to tight deadlines troubleshooting issues that are time critical.

Our customers are industry leaders (such as Netflix Disney Eurosport) who are producing the most interesting groundbreaking visual experiences. At times you will be working to tight deadlines and troubleshooting issues that are time critical.

You will be exposed to the full breadth of technology needed to create a successful show (inc and not limited to stage projection Xr workflows and our software). We want you to be a highly motivated and positive person looking to push yourself and the team to offer industryleading levels of support.

We will invest in you and your ability to learn pushing you to grow and expand in the role and the company. You will be surrounded by an experienced team that can help you develop and improve. disguise is passionate about providing industryleading support services across the world.

What you will do:

• Own high priority customer cases and communicate with the customer to resolve issues
• Monitor and respond to incoming email and phone inquiries ensuring we are delivering the highest level of support
• Prioritise incoming support cases escalating critical cases

• Write and share knowledge via customer focussed knowledge base articles
• Help projects team with large scale productions requiring specific features and integration
• Interact with members of the team and clients via Slack Service Cloud email and phone to aid in support for all disguise product range
• Prioritise incoming support cases and escalate critical cases
• Aid other Support technicians with onsite support visits
• Work with the Development & Q&A teams feedback and logging of software and hardware issues
• Assist the Sales & Support team with Demo setups and events/trade shows
• Server Prep for Sales / Demos / Issue Reproductions
• Continually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliver as well as assisting members of the support team
• Be online one weekend in every 68 weeks followed by a 4 day weekend off work the following week

Experience we are looking for:

• Experience with Unreal Engine
• Commercial experience of Camera Tracking Systems
• Commercial experience with at least ONE third party integration used for advanced video systems such as MOSYS Stype NCAM
• Commercial experience of networking
• An understanding of 3D workflows such as Blender or equivalent modeling programs 3d modeling and uv mapping)
• Commercial experience with video systems for entertainment including signal flow cable/connector types codecs commonly used resolutions refresh rates and colour sampling
• Commercial experience with at least ONE media server (disguise Pixera Watchout Hippotizer etc)
• Experience with ONE of the following industries; Music Live Events Theatre Corporate Events Installation (Museums Exhibitions etc)
• Experience providing technical support
• Experience troubleshooting
• Experience in a client facing role

Skills behaviour and values we are looking for:

• Excellent spoken and written English skills
• Ability to travel if required
• You will have excellent attention to detail to enable you to log processes and capture data accurately
• You will have clear communication both verbal and written to interact with both customers and the internal teams at disguise
• You will enjoy problem solving with a curious and inquisitive mind to investigate a technical issue and get to the heart of the problem
• You will be collaborative working with the support team to resolve complex issues as well as knowledge share
• You will have the ability to remain calm under pressure when dealing with complex time critical issues
• You will have the resilience to keep experimenting
• You will be a self motivated person able to manage changing priorities and work with a global customer base
• You will have a zest for learning and knowledge learning yourself as well as teaching others
• You will strive to continue developing processes and procedures to help continuously improve the department

About Disguise

Disguise is the industryleading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software hardware and services to help create the next dimension of realtime spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the Alist of live music events live TV broadcasts immersive experiences installations theatre film and TV production corporate communications and brand product launches. Working with Disney Snapchat Netflix ESPN the Burj Khalifa and Adele Disguise is the number one partner delivering the next dimension of entertainment.

Dont Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our users everchanging needs so our technology remains aheadofthegame.
• Fearless. We take the best path not the easiest and innovate where its right not where its simplest.
• Resilience. We dont give up until we find the right solution even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire globally include:
• Unlimited Paid Time Off with minimum time you must take set at 20 above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support subscription to the Calm app weekly deskyoga mental health firstaid buddies employee assistance programmes
• Gig allowance 400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies including (but not limited to) support for Parental Fertility Miscarriage Menopause and Transitioning
• Training coaching & mentoring