Role: Senior Support Engineer (North America) Department: Support Location: Atlanta (hybrid) Reports 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

: Share industry knowledge to upskill and support the development of the wider support team. Assign and distribute support cases based on team members’ specialist expertise. Take ownership of high-priority customer cases and communicate directly with customers to resolve issues.

Monitor and respond to incoming email and phone enquiries, ensuring a high standard of customer support. Prioritise incoming support cases and escalate critical issues when required. Create and maintain customer-focused knowledge base articles to share solutions and best practices.

Support the Projects team with large-scale productions involving specific features and integrations. Communicate with colleagues and clients via Slack, Service Cloud, email, and phone to support the full disguise product range. Assist other Support Technicians with on-site support visits when needed.

Collaborate with Development and QA teams by reporting and providing feedback on software and hardware issues. Support the Sales and Support teams with demo setups, events, and trade shows. Prepare servers for sales demos, testing, and issue reproduction.

Continuously develop technical knowledge to improve the level of support delivered. Participate in a 24/7/365 support rota, providing weekend coverage approximately once every 4–5 weeks (TOIL provided).