Support Specialist
Job Description
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.
The Support Specialist plays a vital role in the Customer Success team structure at Disguise. Our customers include industry leaders in film, television and broadcast, live events, virtual production, and interactive experiences. They are producing the most interesting, groundbreaking visual experiences with Disguise hardware and software as a core component, and the Customer Success team is here to make sure they succeed.
In this position, you will be exposed to the full breadth of technology needed to create a successful show, and a thorough knowledge of both 3rd party components and Disguise hardware and software is a must. We want you to be a highly motivated and positive person looking to push yourself and the team to offer industry-leading levels of support and customer success.
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 industry-leading customer success around the world.
What You Will Do:
- Own Tier 2 support cases and communicate with the customer to resolve issues
- Assist support and other internal teams with reproduction of complex cases
- Write and share knowledge via customer focussed articles
- Manage Return Merchandise Authorizations (RMAs) for faulty hardware
- Interact with members of the team and clients via Slack, Service Cloud, email and phone to aid in support for all Disguise product ranges
- Prioritize incoming support cases, and escalate critical cases
- Aid other departments and support technicians with on-site client visits
- Work with Development & QA teams for feedback and logging of software issues
- Prepare Disguise hardware for use both internally and externally
- Continually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliver
- Be online to provide support for your region one weekend in every 4-6 weeks, followed by a 4 day weekend within the following two weeks
Experience We Are Looking For:
- Experience with Disguise media servers (or other media servers) is a must
- Experience working in one of the following industries: live events, theater, video production, film production, virtual production, or television production/broadcast
- Experience troubleshooting complex systems
- Experience in a client facing role
- Experience with computer networking, infrastructure, hardware, and software
Skills, Behavior, and Values We Are Looking For:
- 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 have excellent time management skills and the ability to move from project to project while under multiple deadlines
- 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 be a self motivated person, able to managing 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 be passionate to expand your knowledge
- You will have the resilience to keep experimenting
About Disguise
Building on our two-decade legacy in the live event space, where our workflow has powered global concert tours for artists like U2 and Beyoncé, festivals like Coachella and Glastonbury and theatre productions like Frozen and Harry Potter, we are also now leading the way in Extended Reality (xR) for remote Virtual Production.
Our award-winning xR workflow has enabled over 300 productions in the past 12 months, for music artists such as Katy Perry and Billie Eilish, broadcast TV channels like ITV and Eurosport, enterprise businesses like SAP and Siemens, educational institutions like the University of Michigan and notable VFX studios like Framestore and DNEG.
We partner closely with Epic Games, NVIDIA, Netflix and many more to further develop and democratize our virtual production solution and enable teams anywhere to create their best story with the most innovative tools.
With offices in London, LA, Auckland, Hong Kong, Shanghai, Seoul and Tokyo, we are a fast-growing company that hires bright, creative, talented individuals across the world to push the boundaries of visual experiences and build lasting relationships with our community.
We were delighted to be recognized as one of the Financial Times’ top 1000 fastest growing businesses for 2021. Watch our showreel to see just some of the incredible work of how disguise products are used
Our values
- Honest. Transparency and integrity are core to how we approach each other and our work at disguise. Our culture relies on clear, courageous conversations and proactively sharing feedback with the intent to help each other and the business to grow.
- Evolutionary. We are always seeking to be even better. We push the limits of what is possible so both our technology and our disguisers stay ahead of the game.
- Fearless. Innovation and a pioneering attitude are key to our success. Disguisers are empowered to experiment, work autonomously and grow from their experiences.
- Resilient. Disguisers are determined to succeed and will not give up when things get tough. We are committed to doing what is right, rather than what is easy, and will adapt to finding the best path forward.
- Belong. We are committed to being the difference. Every disguiser has a role to play in creating an inclusive environment where people belong and can do their best work every day.
Our benefits
We want to make sure we attract and retain the best talent out there. For permanent disguisers globally, some of our benefits and perks include:
- Unlimited Paid Time Off – with minimum time you must take set at 20% above statutory
- Gig Allowance – £400 or local equivalent to spend on tickets every year, to immerse yourself in our industries
- Flexible hours – some people start work at 10am, and others begin at 7am and finish earlier. Create a pattern that works for your team and for you
- Hybrid working between home and our offices (dependent on role and location)
- Long Service Awards (3, 5, 10+ years)
- Belonging policies – including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
- Mental health and wellbeing support – subscription to the Calm app, weekly desk-yoga, mental health first-aid buddies, Employee Assistance Programmes
- Training, coaching & mentoring
Health and pension benefits vary based on local requirements.
Don’t 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.
