Support Specialist – Hybrid, Unlimited PTO (Live Show Tech)

Disguise Technologies Ltd; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Benefits offered by this job

Unlimited PTO

Hybrid working

Mental health support

Gig allowance

Belonging policies

Training & mentoring

Job summary

Disguise Technologies Ltd in Hong Kong seeks a proactive Support specialist to join the Customer Excellence team. You will assist users working on shows using our hardware and software, ensuring the highest level of service as they navigate complex workflows.

You will gain exposure to stage projection, xR workflows, and disguise software, handle inquiries by email and phone, and contribute to a knowledge base to help colleagues and clients alike.

Qualifications

• Commercial experience with at least one camera-tracking integration (MOSYS, Stype or NCAM).
• Networking experience in a commercial setting.
• Understanding of 3D workflows using Blender or similar.
• Experience with entertainment video systems, codecs, resolutions.
• Experience with at least one media server (Disguise, Pixera, Watchout, Hippotizer).
• Experience in Music, Live Events, Theatre, Corporate Events or Installations.
• Experience providing technical support.
• Client-facing experience.

Responsibilities

• Monitor and respond to emails and calls, delivering high-level support.
• Interact with disguisers and clients to aid support for all products.
• Prioritise and escalate critical support cases appropriately.
• Own high-priority customer cases and communicate resolutions.
• Continually learn and expand knowledge to improve support quality.
• Create and share knowledge base articles for customers.
• Provide weekend support approximately every 6–8 weeks.
• Collaborate with Development & QA teams to log issues.
• Assist other departments with demos and events.
• Support on-site visits with the team and projects.
• Assist the projects team with large-scale productions and integrations.

Skills

MOSYS/Stype/NCAM integrations

Networking

Blender 3D

Video systems

Media servers

Client support

English fluency

Tools

MOSYS

Stype

NCAM

Blender

Pixera

Watchout

Hippotizer

Job description

Disguise Technologies Ltd in Hong Kong seeks a proactive Support specialist to join the Customer Excellence team. You will assist users working on shows using our hardware and software, ensuring the highest level of service as they navigate complex workflows.

You will gain exposure to stage projection, xR workflows, and disguise software, handle inquiries by email and phone, and contribute to a knowledge base to help colleagues and clients alike.