Support Specialist (Maternity Cover)

Role: [Maternity Cover] Support Specialist (EMEA)

Department: Support

Location: UK

Reports into: Regional Support Manager

About the role:

This is a maternity cover role for 9 - 12 months.

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 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:

• 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 on-site 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 Re-productions

• 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 6-8 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