Senior Support Engineer

Job Description

Job Description

Role: Senior Support Engineer (North America) Department: Support Location: Atlanta (hybrid) Reports into: Regional Support Manager

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:

• Share industry knowledge to upskill and support the development of the wider support team.
• Assign and distribute support cases based on team members' specialist expertise.
• Take ownership of high-priority customer cases and communicate directly with customers to resolve issues.
• Monitor and respond to incoming email and phone enquiries, ensuring a high standard of customer support.
• Prioritise incoming support cases and escalate critical issues when required.
• Create and maintain customer-focused knowledge base articles to share solutions and best practices.
• Support the Projects team with large-scale productions involving specific features and integrations.
• Communicate with colleagues and clients via Slack, Service Cloud, email, and phone to support the full disguise product range.
• Assist other Support Technicians with on-site support visits when needed.
• Collaborate with Development and QA teams by reporting and providing feedback on software and hardware issues.
• Support the Sales and Support teams with demo setups, events, and trade shows.
• Prepare servers for sales demos, testing, and issue reproduction.
• Continuously develop technical knowledge to improve the level of support delivered.
• Participate in a 24/7/365 support rota, providing weekend coverage approximately once every 4–5 weeks (TOIL provided).

Skills, experience and behaviours we are looking for:

• You have experience working with Disguise Designer as either a show programmer or in-venue Support or with other media servers, (Pixera, Watchout, Hippotizer etc)
• You have experience working closely with the Video team on large-scale shows in one or more of the following industries: Touring Music, Theatre Production, Film/Movie Shoot, Permanent Install
• You have a strong understanding of Video signals and routing, such as Progressive vs Interlaced, colour bitrate, sampling, Genlock and schematics
• You have experience with LED screens, LED processors, and projectors in a commercial environment
• You have experience with 3rd party game engines, such as Unreal Engine (blueprint and levels, exposing parameters), TouchDesigner, Unity, Notch, Blender or equivalent modelling programs (3d modeling and UV mapping) will also be considered
• You are an expert in troubleshooting complex technical problems
• You have experience in a client-facing role working to deadlines
• You thrive in offering mentorship and upskilling more junior members of the team
• You are flexible to work the very occasional odd hours/weekends and to travel to client sites
• You have clear English communication, both verbal and written, to interact with both customers and the internal teams at Disguise
• You are highly collaborative, working with the support team to resolve complex issues, as well as knowledge sharing
• You are calm under pressure when dealing with complex time critical issues
• You are a resilient and dynamic person, who can easily pivot and adapt in fast-paced environment

Nice-to-have:

• Commercial experience of managed networks, e.g., Cisco, Mellanox, Ubiquiti
• Commercial experience integrating Disguise Designer with 3rd party devices such as Camera Tracking Systems (MOSYS, Stype, NCAM), Automation and control networks (PosiStageNet, OSC) and Lighting desks (DMX, ArtNet, sACN)
• Experience with ST-2110-based workflows (NMOS, PTP, 2022-7 redundancy)

This is the the basic salary range for U.S. based candidates
Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity

Basic Salary Range

$95,000—$110,000 USD

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.

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.

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.

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, 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