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. 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.