Role: Senior Support Engineer (North America)Department: Support Location: AtlantaReports into: Regional Support Manager About the role:The Senior Support Engineer is a crucial role in the customer experience team. The customer experience team focuses on providing the best customer interactions throughout the disguise journey. You will be assisting users working on large scale shows using our hardware and software. At times you will be working to tight deadlines, troubleshooting issues that are time critical.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 (inc 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:Participate in development meetings for junior members of the teamUpskill members of the support team with your previous industry knowledgeWhere necessary, distribute cases to the rest of the team. Considering the specialist knowledge in the teamOwn high priority customer cases and communicate with the customer to resolve issuesMonitor and respond to incoming email and phone inquiries, ensuring we are delivering the highest level of supportPrioritise incoming support cases, escalating critical casesWrite and share knowledge via customer focussed knowledge base articlesHelp projects team with large scale productions, requiring specific features and integrationInteract with members of the team and clients via Slack, Service Cloud, email and phone to aid in support for all disguise product rangePrioritise 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 and hardware issuesAssist the Sales & Support team with Demo setups and events/trade showsServer 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 deliver, as well as assisting members of the support teamBe online one weekend in every 6-8 weeks, followed by a 4 day weekend off work the following weekExperience we are looking for:Commercial experience in working on large scale shows as a head video department working to a show critical timescale in one or more of the following industries: Touring Music, Theater Production, Film/Movie Shoot, Permanent InstallHands on experience with LED screens, LED processors, projectors, lighting consoles, Redspy Mo-sys camera tracking in a commercial environmentHands on experience of software such as, disguise (d3), Unreal Engine (blueprint and levels, exposing parameters), Unity, Notch, Blender or equivalent modeling programs (3d modeling and uv mapping)Commercial Experience of integration of disguise and automation networks such as PosiStageNetCommercial experience of video hardware, eg differences in video signals (SDI, DVI, HDMI etc), advance video signaling (progressive vs interlaced, colour bitrate, sampling), GenLock, video system flow and schematicsCommercial experience with at least ONE third party integration used for advanced video systemsCommercial experience of managed networks, eg Cisco, NVIDIA, UbiquitiExperience mentoring or upskilling more junior members of the teamExperience troubleshooting complex, technical problemsCommercial experience of Camera Tracking Systems (MOSYS, Stype, NCAM)Extensive experience with at least ONE media server (disguise, Pixera, Watchout, Hippotizer etc…)Experience in a client facing roleSkills, behaviour and values we are looking for:Excellent spoken and written English skillsAbility to travel if requiredFlexibility with working hoursYou 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 disguiseYou 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 have the resilience to keep experimentingYou will be a self motivated person, able to manage changing priorities and work with a global customer baseYou will have a zest for learning and knowledge, learning yourself as well as teaching othersYou will strive to continue developing processes and procedures to help continuously improve the department