Head of Technical Support disguise

WHY WE’RE HERE 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. Building on our two-decade legacy in the live event space, where our workflow has powered global concert tours for artists like U2 and Beyoncé, festivals like Coachella and Glastonbury and theatre productions like Frozen and Harry Potter, in the past year we have also led the way in Extended Reality (xR) for remote virtual production. Our award-winning xR workflow has enabled over 300 productions in the past 12 months, for music artists such as Katy Perry and Billie Eilish, broadcast TV channels like ITV and Eurosport, enterprise businesses like SAP and Siemens, educational institutions like the University of Michigan and notable VFX studios like Framestore and DNEG. We partner closely with Epic Games, NVIDIA, Netflix and many more to further develop and democratise our virtual production solution and enable teams anywhere to create their best story with the most innovative tools. With offices in London, LA, Barcelona, Hong Kong, Shanghai, Seoul and Tokyo, we are a fast-growing company that hires bright, creative, talented individuals across the world to push the boundaries of visual experiences and build lasting relationships with our community. We were delighted to be recognised as one of the Financial Times’ top 1000 fastest growing businesses for 2021. WHY YOU ARE HERE The Support Manager is a crucial role in the Americas disguise team. Reporting into the Global Head of Customer Success, the role works alongside country Support Managers and Project Specialists in the Special Projects team to provide both onsite and email driven support to disguise customers. The Support Manager will take responsibility for the daily running of the US Support team, building team skills to be disguise experts and driving customer satisfaction. The successful candidate will be a confident self-starter with excellent communication skills and proven prior experience of working within a creative environment and leading teams to success. Disguise customers include corporate, concert touring & live music events, theatre productions, Chroma key productions, XR, VR, AR, Film & TV Production. Key activities and responsibilities include:

1. Lead and motivate the support team to deliver consistent and effective customer support.
2. Prioritise caseload and actively provide support to our customers.
3. Develop and maintain great relationships with key customers.
4. Work closely with large scale projects from inception to delivery.
5. Programming disguise demo projects.
6. Create and use intellectual capital to solve diverse client issues in an innovative way.
7. Propose the disguise product to solve business challenges faced by our customers.
8. Produce system schematics, 3rd party solutions documentation.
9. Ability to problem solve technical issues and provide 1st level support on Disguise products, as well as peripheral equipment.

Essential Skills:

1. Minimum 5 years media server experience with at least 3 years experience with disguise hardware.
2. Personable and a team player, who is able to work under their own initiative.
3. Comfortable in both a technical dialogue and commercial setting.
4. Proven knowledge of large event management and projects with multiple stakeholders.
5. Proven project management skills.
6. Exceptional time management, organisational and analytical skills.
7. Organised, diligent and reliable ability to collate and share data across departments and teams.

Technical experience:

1. Knowledge of video signal processing and bandwidth formats.
2. Knowledge of Genlock, waveform monitors, camera systems, Brompton processors, camera tracking systems and other industry tools and hardware.
3. Knowledge of advanced technical system integration.
4. Strong written and verbal communication, including technical writing skills and the ability to present and influence effectively at all levels of the organization.
5. Enthusiasm for working in an international (multi time zone), collaborative and fast-paced environment and learning new technologies. Time management is key and this is a company that operates 24/7, so the requirement to be flexible is important.
6. Ability to travel to international destinations is crucial.

Desirable Skills:

1. Product or solutions strategy development in the entertainment sector.
2. Knowledge of lighting and video within the film and broadcast industries.
3. On set experience in film and tv production.
4. Unreal, Unity and Notch experience.
5. Knowledge of Jira & Confluence would be an advantage.

Our values Honest. Transparency and integrity are core to how we approach each other and our work at disguise. Our culture relies on clear, courageous conversations and proactively sharing feedback with the intent to help each other and the business to grow. Evolutionary. We are always seeking to be even better. We push the limits of what is possible so both our technology and our disguisers stay ahead of the game. Fearless. Innovation and a pioneering attitude are key to our success. Disguisers are empowered to experiment, work autonomously and grow from their experiences. Resilient. Disguisers are determined to succeed and will not give up when things get tough. We are committed to doing what is right, rather than what is easy, and will adapt to finding the best path forward. Belong. We are committed to being the difference. Every disguiser has a role to play in creating an inclusive environment where people belong and can do their best work every day. Our benefits We want to make sure we attract and retain the best talent out there. For permanent disguisers globally, some of our benefits and perks include:

1. Unlimited Paid Time Off – with minimum time you must take set at 20% above statutory.
2. Gig Allowance – £400 or local equivalent to spend on tickets every year, to immerse yourself in our industries.
3. Flexible hours – some people start work at 10am, and others begin at 7am and finish earlier. Create a pattern that works for your team and for you.
4. Hybrid working between home and our offices (dependent on role and location).
5. Long Service Awards (3, 5, 10+ years).
6. Belonging policies – including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning.
7. Mental health and wellbeing support – subscription to the Calm app, weekly desk-yoga, mental health first-aid buddies, Employee Assistance Programmes.
8. Training, coaching & mentoring.
9. Health and pension benefits vary based on local requirements.

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. #J-18808-Ljbffr