Support Specialist, APAC

Disguise is seeking a Support Specialist to join their Customer Excellence team in Yokohama, Japan. This role is crucial in providing top-notch customer support for users of Disguise's hardware and software, who are often working under tight deadlines. The Support Specialist will assist these industry leaders in resolving time-critical issues and creating groundbreaking visual experiences.

The Support Specialist will be exposed to a wide range of technologies, including stage projection and XR workflows. Disguise is committed to investing in the learning and development of its employees, encouraging growth within the role and the company.

What this role involves:

• Monitoring and responding to email and phone inquiries.
• Interacting with team members and clients via Slack, Service Cloud, email, and phone.
• Prioritizing incoming support cases and escalating critical issues.
• Taking ownership of high-priority customer cases and communicating effectively with customers to resolve issues.
• Writing and sharing knowledge via customer-focused knowledge base articles.
• Working with the Development & QA teams to provide feedback and log software and hardware issues.
• Assisting the Sales & Support team with demo setups, events, and trade shows.
• Preparing servers for sales, demos, and issue reproductions.
• Aiding other support technicians with on-site support visits.
• Helping the projects team with large-scale productions requiring specific features and integration.

Requirements:

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

What Disguise offers:

• 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