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.

Customer Excellence - Support Specialist

Role: Support Specialist
Location: Yokohama, Japan
Department: Customer Excellence
Reports to: Interim Head of Support - APAC (based in S.Korea)

ABOUT THE ROLE

The Support Specialist is a crucial role in the Customer Excellence department. Our team focuses on providing the best customer interactions throughout the disguise journey. You will assist users working on shows using our hardware and software, often working to tight deadlines and troubleshooting time-critical issues.

Our customers are industry leaders who produce the most innovative and groundbreaking visual experiences. You will be exposed to the full breadth of technology needed to create successful shows (including but not limited to stage projection, XR workflows, and our software). We seek a highly motivated and positive individual looking to push themselves and the team to offer industry-leading levels of support.

We will invest in your learning and development, encouraging you to grow and expand both in the role and within 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 worldwide.

WHAT YOU WILL DO

Weekday Tasks:

• Monitor and respond to incoming email and phone inquiries, ensuring we deliver the highest level of support
• Interact with team members and clients via Slack, Service Cloud, email, and phone to provide support for the entire disguise product range
• Prioritize incoming support cases and escalate critical issues appropriately
• Take ownership of high-priority customer cases and communicate effectively with customers to resolve issues
• Continually expand your knowledge in areas of passion to improve the level of support you can deliver, while also assisting other support team members
• Write and share knowledge via customer-focused knowledge base articles

Weekend Tasks:

• Be online one weekend every 6-8 weeks, followed by two days off on subsequent weekdays

Collaborative Tasks:

• Work with the Development & QA teams to provide feedback and log software and hardware issues
• Assist the Sales & Support team with demo setups, events, and trade shows
• Prepare servers for sales, demos, and issue reproductions

Onsite Support Tasks:

• Aid other support technicians with on-site support visits
• Help the projects team with large-scale productions requiring specific features and integration

EXPERIENCE REQUIRED

Hard Skills:

• Commercial experience with at least ONE third-party integration used for advanced camera tracking systems such as MOSYS, Stype, or NCAM
• Commercial experience with networking
• 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 color sampling
• Commercial experience with at least ONE media server (disguise, Pixera, Watchout, Hippotizer, etc.)
• Experience in ONE of the following industries: Music, Live Events, Theatre, Corporate Events, or Installation (Museums, Exhibitions, etc.)

Soft Skills:

• Experience providing technical support
• Experience troubleshooting technical issues
• Experience in client-facing roles

BEHAVIOURS & VALUES

• Excellent spoken and written English skills and native-level fluency in the local language
• A full understanding of the region's culture
• Ability to travel when required
• Flexibility with working hours
• Excellent attention to detail to enable accurate process logging and data capture
• Clear verbal and written communication skills to interact effectively with both customers and internal teams
• Problem-solving ability with a curious and inquisitive mind to investigate technical issues thoroughly
• Collaborative approach when working with the support team to resolve complex issues and share knowledge
• Ability to remain calm under pressure when dealing with complex, time-critical issues
• Resilience to continue experimenting when faced with challenges
• Self-motivation to manage changing priorities and work with a global customer base
• Enthusiasm for learning and knowledge, both for self-development and teaching others
• Drive to continuously improve departmental processes and procedures

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. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment. 

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