Support Technician

Role:                                 Support Technician (AMER)
Department:                 Support
Location:                         Los Angeles, California
Reports into:                 AMER Regional Support Manager

 About The Role:

The Junior Support Specialist is a crucial role in the AMER team.  You will be primarily responsible for our customers' success with Disguise software and hardware products. 

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 (including 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 Tier 1 support cases and communicate with the customer to resolve issues
• Assist second & third line support with reproduction of complex cases
• Write and share knowledge via customer focussed knowledge base articles
• Manage customer returns 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 range
• Prioritize 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 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
• Be online 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 media servers
• Experience using at least one of the following products; Disguise or a content creation platform such as Unreal Engine, unity, notch
• Experience with one of the following industries: music, live events, video, projection, film production, television production, or entertainment
• Experience providing technical support
• Experience troubleshooting
• Experience in a client facing role
• Experience with computer networking, 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 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

 About Disguise

Disguise is the emmy-award winning, industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to empower the next dimension of real-time spectacle. We partner with the biggest entertainment brands and companies in the world including Disney, Snap, Netflix, ESPN, and U2 at the Sphere to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, and brand experiences. 

 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 really competitive benefits package as we want to make sure we retain the best talent out there. Our benefits for every permanent hire, globally include:

• Above and beyond gift voucher awards
• Long service rewards (3, 5, 10+ years)
• Gig allowance - $500 to spend on entertainment tickets every year
• Hybrid working between home and our offices (up to 20% work from home)
• Unlimited PTO days
• Belonging policies -  including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Mental health and wellbeing - subscription to the calm app, weekly desk-yoga and mental health buddies 
• Healthcare cash back plans & employee assistance programmes
• Training
• Coaching & mentoring

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.