Support and Community Specialist

Greenhouse Software, Inc.; Nashville (TN); On-site; USD 100,000 - 120,000; Full time

Job summary

Disguise is establishing a hub in Nashville to be the primary regional representative within the Global Support Team. You will handle frontline software support, hardware troubleshooting, and in-person/remote assistance, while also training and growing the local community of touring professionals.

Based in Rock Nashville four days a week with some travel to client sites and events, you will build relationships with major touring teams and test ideas locally, while occasionally working outside

Qualifications

• Strong proficiency in Disguise Designer as a show programmer or in-venue support engineer.
• Direct experience on large-scale touring music productions, working with video teams under live deadlines.
• Experience with video signals and routing, genlock and schematics.

Responsibilities

• Provide frontline software support on Disguise Designer and related software to touring users in the region.
• Own high-priority cases and communicate directly with customers through to resolution.
• Diagnose and resolve minor hardware issues on Disguise servers in the building, including imaging and licensing.
• Prepare and maintain demo systems in the office for customer sessions and issue reproduction.
• Build and maintain relationships with the touring production community in Nashville.
• Host visiting crews and run the office space with hands-on time on Disguise systems.
• Deliver training sessions, workshops and user meetups for local programmers and video crews.
• Represent Disguise at local industry events and support demos as required.

Skills

Disguise expertise

Touring background

Video engineering

Troubleshooting

Community instinct

Self-direction

Nashville presence

Tools

Disguise Designer

Pixera

Watchout

Hippotizer

Job description

Role: Support and Community SpecialistDepartment: SupportLocation: Nashville, TennesseeReports into: Head of Support - Americas (based in New York)Contract: Full Time

About the roleDisguise is opening a hub inside Rock Nashville. This role is to be the primary Disguise representative at this location, as part of the Global Support Team.

You will be the first person in that room. This is a support role first, with community and relationships being the core focus. You will be the face of Disguise to the touring world in Nashville, and the person video crews, screen programmers, production designers and content teams come to find when they want to test an idea, unblock a problem or learn something new, locally.

You will build genuine relationships with the people who run the biggest tours in the world, and you will earn those relationships by being useful and by helping to reaffirm Disguise as the best products and partner best for the live industry.

You will provide frontline software support on Disguise software and related systems, diagnose and repair basic hardware issues, provide in person and remote technical support, and be a certified trainer to raise the skill level of the local community.

This role suits someone who is technically credible and genuinely enjoys people.

You will be based in the Disguise hub at Rock Nashville 4 days per week, with occasional travel to client sites, rehearsal venues and industry events.Flexibility to work occasional odd hours and weekends around rehearsal and load-in schedules.

What you will do

Technical Support

• Provide frontline software support on Disguise Designer and related software to touring users in the region, including issues that surface during production rehearsals.
• Take ownership of high-priority cases and communicate directly with customers through to resolution.
• Diagnose and resolve minor hardware issues on Disguise servers in the building, including imaging, licensing, cabling and component swaps.
• Prepare and maintain demo systems in the office for customer sessions, testing and issue reproduction.

Community and Residency

• Act as the Disguise presence in Nashville, building and maintaining relationships across the touring production community, local vendors and partners to create an open door that touring professionals use by choice, not just when something breaks.
• Run the office space day to day, hosting visiting crews, informal sessions and hands-on time on Disguise systems.
• Deliver training sessions, workshops and user meetups for local programmers, designers and video crews.
• Represent Disguise at local industry events, and support trade shows and demos as required.

Feedback and Knowledge

• Report software and hardware issues to the Development and QA teams with clear, reproducible detail.
• Feed field intelligence on touring workflows, competitive activity and unmet needs back to Product, Sales and Marketing.

Experience we are looking for

• Disguise expertise: Strong proficiency in Disguise Designer as a show programmer, in-venue support engineer, or equivalent. Experience with other media servers such as Pixera, Watchout or Hippotizer will also be considered.
• Touring background: Direct experience on large-scale touring music productions, working closely with video teams under live deadlines.
• Video engineering: Solid experience working on projects with video signals and routing, including progressive versus interlaced, colour bitrate, sampling, genlock and reading schematics.
• Troubleshooting: Proven experience diagnosing complex technical problems calmly and quickly.
• Community instinct: A track record of building relationships in a technical industry. You are known and trusted by people who work in production, and you enjoy teaching.
• Self-direction: Comfort operating with a remote/small team in a remote location.
• Nashville presence: Existing roots in the Nashville production community, or a clear commitment to building them fast.

Skills, behaviours and values we are looking for

• High level of attention to detail: able to keep reports and documentation up to date
• Winning mindset: being brave, bold and striving for growth
• Driven: being proactive and passionate in seeking what might not immediately be apparent
• Dependable: being both a team player and autonomous agent to drive results
• Dynamic: being able to pivot quickly with an abundance of energy and resilience
• No Ego: being approachable, authentic and humble

This is the the basic salary range for U.S. based candidates
Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity

Basic Salary Range

$100,000 - $120,000 USD

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.
• Resilience. We don’t give up until we find the right solution, even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.
• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• 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

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Disguise Technologies Ltd’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.