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.

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

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.

Disguise’s Emmy award-winning ecosystem of software and hardware is revolutionising every sector of the entertainment industry. With visual experience software, seamless end-to-end workflows, proven premium hardware and a Cloud suite of applications for global collaboration, we empower the biggest real-time, 3D productions around. 

Disguise services offer a 24/7 global support system to meet any customer need ranging from essential technical service and online learning all the way to end-to-end creative and technical services from our creative and build team, Meptik. Working with Disney, Snapchat, Netflix, ESPN, U2 at the Sphere, the Burj Khalifa, U2 and Beyonce, Disguise is the number one partner delivering the next dimension of entertainment.

To discover the next dimension of entertainment at Disguise, check out our showreel.

 

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, weekly desk-yoga, 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

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Disguise Technologies Ltd’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.