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.

Department: Support

Location: UK/London

Reports into: Regional Support Manager

Hybrid: Request 3 days in London office

About the role:

The Senior Support Engineer 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 industry-leading 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 industry-leading support services across the world.

What you will do:

• Take ownership of technical issues and communicate with customers to resolve cases related to D3 software and Disguise hardware
• Perform onsite visits as required to troubleshoot and resolve customer-reported technical problems
• Help projects team with large scale productions (on-site), requiring specific features and integration
• Work with the Development & Q&A teams - feedback and logging of software and hardware issues
• Write and share knowledge via customer focussed knowledge base articles
• Assist the Sales & Support team with Demo setups and events/trade shows
• 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 on-call one weekend in roughly every 8 weeks, followed by a 4 day weekend off work the following week
• Participate in development meetings for junior members of the team

Experience we are looking for:

• Commercial experience working on large scale shows in ONE of the following industries: Touring Music, Theatre Production, Film/Movie Shoot, Permanent Install
• Experience of video hardware OR camera tracking
• Experience with at least ONE media server (disguise, Pixera, Watchout, Hippotizer etc…)
• Experience of at least ONE managed networks (such as Cisco, NVIDIA, Ubiquiti)
• Experience mentoring or training junior members of the team
• Experience troubleshooting complex, technical problems
• 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
• Flexibility with working hours
• 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 industry-leading 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 real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list 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.

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 user’s ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.
• Resilience. We don’t 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.
• 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, mental health first-aid 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

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