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    Support Technician - Los Angeles, United States - Disguise Technologies Ltd

    Disguise Technologies Ltd
    Disguise Technologies Ltd Los Angeles, United States

    2 weeks ago

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    Description
    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:
    Support Technician (AMER)

    Department:

    Support Location:
    Los Angeles, CaliforniaReports 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 issuesAssist second & third line support with reproduction of complex casesWrite and share knowledge via customer focussed knowledge base articlesManage customer returns for faulty hardwareInteract with members of the team and clients via Slack, Service Cloud, email and phone to aid in support for all disguise product rangePrioritize incoming support cases, and escalate critical casesAid other Support technicians with on-site support visitsWork with the Development & Q&A teams - feedback and logging of software issuesAssist the Sales & Support team with Demo setups and events/trade shows.

    Server Prep for Sales / Demos / Issue Re-productionsContinually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliverBe 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 serversExperience using at least one of the following products; Disguise or a content creation platform such as Unreal Engine, unity, notchExperience with one of the following industries: music, live events, video, projection, film production, television production, or entertainmentExperience providing technical supportExperience troubleshootingExperience in a client facing roleExperience with computer networking, hardware, and softwareSkills, Behavior, and

    Values We Are Looking For:

    You will have excellent attention to detail, to enable you to log processes and capture data accuratelyYou 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 problemYou will be collaborative, working with the support team to resolve complex issues, as well as knowledge shareYou will have the ability to remain calm under pressure when dealing with complex time critical issuesYou 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 othersYou will be passionate to expand your knowledge You will have the resilience to keep experimenting About DisguiseDisguise 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 ValuesHonest. 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 BenefitsWe 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 awardsLong service rewards (3, 5, 10+ years)Gig allowance - $500 to spend on entertainment tickets every yearHybrid working between home and our offices (up to 20% work from home)Unlimited PTO daysBelonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and TransitioningMental health and wellbeing - subscription to the calm app, weekly desk-yoga and mental health buddies Healthcare cash back plans & employee assistance programmesTrainingCoaching & mentoringDon'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.

    About DisguiseBuilding 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, we are also now leading 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 democratize our virtual production solution and enable teams anywhere to create their best story with the most innovative tools.

    With offices in London, LA, Auckland, 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 recognized as one of the Financial Times' top 1000 fastest growing businesses for 2021. Watch our showreel to see just some of the incredible work of how disguise products are usedOur valuesHonest. 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 benefitsWe want to make sure we attract and retain the best talent out there.

    For permanent disguisers globally, some of our benefits and perks include:

    Unlimited Paid Time Off - with minimum time you must take set at 20% above statutoryGig Allowance - £400 or local equivalent to spend on tickets every year, to immerse yourself in our industriesFlexible 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 youHybrid working between home and our offices (dependent on role and location)Long Service Awards (3, 5, 10+ years)Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and TransitioningMental health and wellbeing support - subscription to the Calm app, weekly desk-yoga, mental health first-aid buddies, Employee Assistance ProgrammesTraining, coaching & mentoringHealth 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.
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