Support Specialist

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