Support and Community Specialist
About The Position
Disguise 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.
Requirements
- Strong proficiency in Disguise Designer as a show programmer, in-venue support engineer, or equivalent.
- Direct experience on large-scale touring music productions, working closely with video teams under live deadlines.
- Solid experience working on projects with video signals and routing, including progressive versus interlaced, colour bitrate, sampling, genlock and reading schematics.
- Proven experience diagnosing complex technical problems calmly and quickly.
- 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.
- Comfort operating with a remote/small team in a remote location.
- Existing roots in the Nashville production community, or a clear commitment to building them fast.
- High level of attention to detail: able to keep reports and documentation up to date
- Being brave, bold and striving for growth
- Being proactive and passionate in seeking what might not immediately be apparent
- Being both a team player and autonomous agent to drive results
- Being able to pivot quickly with an abundance of energy and resilience
- Being approachable, authentic and humble
Nice To Haves
- Experience with other media servers such as Pixera, Watchout or Hippotizer will also be considered.
Responsibilities
- 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.
- 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.
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
