Support Specialist — Live Show Tech & Customer Excellence

Disguise; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Benefits offered by this job

Hybrid working environment

Gig allowance £400 (or local equiv)

Mental health & wellbeing support

Training, coaching & mentoring

Job summary

Disguise seeks a Support specialist in Tsuen Wan, Hong Kong to join its Customer Excellence team. You will assist users with shows using hardware and software, handle inquiries, and help maintain industry-leading support levels.

The role covers both on-site and remote support, with opportunities to grow across xR workflows, stage projection, and disguise software. Excellent English communication and proactive problem solving are essential.

Qualifications

• Commercial experience with at least ONE third party integration used for advanced Camera tracking systems (MOSYS, Stype, NCAM).
• Commercial experience of networking.
• Understanding of 3D workflows (Blender or similar).
• Experience with video systems for entertainment (signal flow, codecs, resolutions, etc.).
• Experience with at least ONE media server (Disguise, Pixera, Watchout, Hippotizer).
• Experience in Music, Live Events, Theatre, Corporate Events or Installation.

Responsibilities

• Monitor and respond to emails and calls, delivering high level support.
• Interact with disguisers and clients to aid support for all disguise products.
• Prioritize and escalate critical support cases as needed.
• Own high priority customer cases; communicate resolutions clearly.
• Expand knowledge and assist teammates; contribute to knowledge base.
• Assist with Demo setups, events, and on-site productions.
• Provide weekend coverage every 6–8 weeks with two weekdays off.
• Support on-site visits and large-scale productions requiring specific features.

Skills

MOSYS integration

Stype integration

NCAM integration

Networking

3D workflows

Video systems

Media server

Client-facing

Troubleshooting

Camera tracking

Tools

MOSYS

Pixera

Watchout

Hippotizer

Job description

Disguise seeks a Support specialist in Tsuen Wan, Hong Kong to join its Customer Excellence team. You will assist users with shows using hardware and software, handle inquiries, and help maintain industry-leading support levels.

The role covers both on-site and remote support, with opportunities to grow across xR workflows, stage projection, and disguise software. Excellent English communication and proactive problem solving are essential.