Support and Community Specialist

Job Description

Job Description

Role:                                Support and Community Specialist Department:                    Support Location:                         Nashville, Tennessee Reports into:                   Head of Support - Americas (based in New York) Contract:                         Full Time

About the role Disguise is opening a hub inside Rock Nashville. This role is to be the primary Disguise representative at this location, as part of the Global Support Team.

You will be the first person in that room. This is a support role first, with community and relationships being the core focus. You will be the face of Disguise to the touring world in Nashville, and the person video crews, screen programmers, production designers and content teams come to find when they want to test an idea, unblock a problem or learn something new, locally. 

You will build genuine relationships with the people who run the biggest tours in the world, and you will earn those relationships by being useful and by helping to reaffirm Disguise as the best products and partner best for the live industry.

You will provide frontline software support on Disguise software and related systems, diagnose and repair basic hardware issues, provide in person and remote technical support, and be a certified trainer to raise the skill level of the local community. 

This role suits someone who is technically credible and genuinely enjoys people.

You will be based in the Disguise hub at Rock Nashville 4 days per week, with occasional travel to client sites, rehearsal venues and industry events. Flexibility to work occasional odd hours and weekends around rehearsal and load-in schedules.

What you will do

Weekday(Daily) tasks:

• Monitor and respond to incoming email and phone inquiries, ensuring we are delivering the highest level of support
• Interact with disguisers and clients through various methods to aid in support for all disguise product range
• Prioritise incoming support cases, escalating critical cases
• Own high priority customer cases and communicate with the customer to resolve issues

Weekend tasks:

• Provide weekend support coverage once every 6–8 weeks (performing the same duties as on weekdays), with 2 consecutive days off provided during the following weekdays. 

Technical Support

• Provide frontline software support on Disguise Designer and related software to touring users in the region, including issues that surface during production rehearsals.
• Provide frontline software support for all disguise product's range and related software to touring users in the region, prioritise incoming support cases via various communication platforms, communicate with the customer to resolve issues, escalate critical cases, and ensuring we are delivering the highest level of support
• Take ownership of high-priority cases and communicate directly with customers through to resolution.
• Diagnose and resolve minor hardware issues on Disguise servers in the building, including imaging, licensing, cabling and component swaps.
• Prepare and maintain demo systems in the office for customer sessions, testing and issue reproduction.

Community and Residency

• Act as the Disguise presence in Nashville, building and maintaining relationships across the touring production community, local vendors and partners to create an open door that touring professionals use by choice, not just when something breaks.
• Run the office space day to day, hosting visiting crews, informal sessions and hands-on time on Disguise systems.
• Deliver training sessions, workshops and user meetups for local programmers, designers and video crews.
• Represent Disguise at local industry events, and support trade shows and demos as required.

Feedback and Knowledge

• Report software and hardware issues to the Development and QA teams with clear, reproducible detail.
• Feed field intelligence on touring workflows, competitive activity and unmet needs back to Product, Sales and Marketing.

Experience we are looking for 

• Disguise expertise: Strong proficiency in Disguise Designer as a show programmer, in-venue support engineer.
• Touring background: Direct experience on large-scale touring music productions, working closely with video teams under live deadlines.
• Video engineering: Solid experience working on projects with video signals and routing, including progressive versus interlaced, colour bitrate, sampling, genlock and reading schematics.
• Troubleshooting: Proven experience diagnosing complex technical problems calmly and quickly.
• Community instinct: A track record of building relationships in a technical industry. You are known and trusted by people who work in production, and you enjoy teaching.
• Self-direction: Comfort operating with a remote/small team in a remote location.
• Nashville presence: Existing roots in the Nashville production community, or a clear commitment to building them fast.

Skills, behaviours and values we are looking for

• High level of attention to detail: able to keep reports and documentation up to date
• Winning mindset: being brave, bold and striving for growth
• Driven: being proactive and passionate in seeking what might not immediately be apparent
• Dependable: being both a team player and autonomous agent to drive results
• Dynamic: being able to pivot quickly with an abundance of energy and resilience
• No Ego: being approachable, authentic and humble

This is the the basic salary range  for U.S. based candidates
Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity

Basic Salary Range

$100,000—$120,000 USD

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. 

Watch 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, 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