Role: Technical Services Engineer

Location: APAC (Seoul, South Korea or Hong Kong)

Department: Customer Solutions and Services

Reports to: Director, Technical Services (based in LA)

Dotted Line Report: Head of Support, APAC

ABOUT THE ROLE

This is a hybrid role supporting two teams: Technical Services and Support. Key responsibilities include delivering Disguise projects, providing on-site technical support, and managing support cases day-to-day when not in the field.

The Technical Services Engineer requires an in-depth understanding of various Disguise workflows, including Projection, OmniCal, SockPuppet, DMX, SLC, Notch, and RenderStream. This role also requires being a certified trainer, delivering official Disguise training courses as well as bespoke sessions customised to customer needs. The company will provide all necessary training to ensure your success in the role.

This individual will collaborate with various Disguise teams—including Sales Managers, Solution Design Specialists, Support Specialists, Software Developers, and Hardware Technicians—as well as third-party vendors and, most importantly, the customer. You will ensure that both in-house and visiting projects are delivered successfully, with minimal disruption, while consistently exceeding expectations. As a Technical Services Engineer, you are highly experienced in managing both internal and external stakeholders.

The Technical Services Engineer must be based in the APAC region (ideally in Seoul, South Korea or Hong Kong). You will be required to travel in response to global project demand. Both domestic and international travel is required (approximately once a month), sometimes at short notice. On-site deployments typically last 1–2 weeks per project.

This person will play a pivotal role at Disguise as the gateway between our technology, the customer and their audience's visual experience.

WHAT YOU WILL DO

• Technical Services:
• Travel to client sites (domestic and international) to verify that onsite physical integration aligns perfectly with the original engineering designs.
• Commission systems capture all necessary information and produce a handover document. 
• Provide workflow guidance, best practices, and help clients to build their own show projects. 
• Deliver the relevant training as required.
• Ensure proper project handoff to other Disguise teams such as Customer Success and Support, to ensure a smooth transition to day-to-day account management.
• Travel to sites to address firefighting situations, working closely with developers and other team members. 
• Support:
• Own high-priority customer cases and communicate with the customer to resolve issues.
• Prioritise incoming support cases and escalate critical cases.
• Monitor key client Slack channels to identify emerging concerns and escalate them internally for immediate addressing. 
• Other responsibilities:
• Collaborate with Sales Managers to provide technical insights during initial client consultations and project discovery.
• Support and/or lead technical demos as required.
• Advise on the technical design phase by developing and refining system schematics, signal flows, and infrastructure plans for large-scale, complex AV installations.

EXPERIENCE

• 3+ years of experience installing, setting up, and operating complex AV systems and control interfaces, including hardware, software, and relevant third-party products. 
• Experience programming Disguise projects in Live Concerts, xR / VP environments. 
• Experience using and troubleshooting technical gear related to live events and xR / VP production (including LED, cameras, and networking) 
• Experience in ST2110 workflow and networking. 
• Experience working on and traveling to client sites.
• Up-to-date knowledge of the latest trends in the entertainment industry.

BEHAVIOURS & VALUES

• Excellent spoken and written English skills and native language.
• A full understanding of the region's culture.
• Flexibility: Willingness to travel both domestically and internationally (roughly once every other month) for 1-2 weeks per project/trade show.
• Adaptability: A passion for learning new technologies; we will provide additional training in specialized areas like virtual production and immersive experiences as needed.
• Ideally, working 4+ days per week out of the Disguise office.
• Anybody joining Disguise should embody the following attributes:
• Driven, proactive and passionate about project delivery and customer support. 
• Accountable and dependable, a team player who takes accountability and asks for help when needed.
• Dynamic and quick to respond to changes, works well under pressure and with other teams.
• No Ego:  Win for the team and for our customers.

Role: Senior Solutions Engineer

Location: Los Angeles, US. Hybrid - 4 days per week in the office

Department: Customer Solutions and Services

Reports to: Manager, Solutions Design (based in LA)

Dotted Line Report: Director, Technical Services

ABOUT THE ROLE

This is a hybrid role between two teams, Solution Design and Technical Services. The key responsibilities include end-to-end accountability of the design and delivery of Disguise projects. This includes involvement with clients in the early stages of exploration, to understand their vision and design Disguise solutions accordingly, all the way through to collaborating with the Technical Services team to either lead or contribute to the on-site delivery of the project. This role will work across various platforms, including LED volumes, mixed reality technologies, projection mapping, real-time rendering, and the location based experiences such as stadiums, venues and themed attractions. The Senior Solutions Engineer will use their technical acumen to realize our clients' creative goals and ensure a successful project from start-to-finish, in all instances.

Collaboration across teams, including Sales, Project Management, Customer Success and the broader Solutions Design and Technical Services teams will be critical to this roles’ success.  The ideal candidate therefore has a proven track record of managing stakeholders across diverse teams, subject matter experience, geographical regions and time zones.

What you will do:

• Solutions Design:
• Collaborate with Sales Managers to understand the vision from a customer and ideate on ideal solutions that Disguise can provide.
• Support and/or lead product demos as required (virtually or in person)
• Lead the technical design phase by creating detailed system schematics, signal flows, and infrastructure plans for complex AV installations.
• Utilize Vectorworks and other tools to produce precise technical drawings and documentation for internal teams and external vendors.
• Architect innovative solutions that integrate Disguise hardware and software with common 3rd party technologies. 
• Collaborate with the Sales and Project Management teams to provide technical insights and resolve potential bottlenecks during the pre-production stage.

• Onsite Integration & Technical Services:
• Using the design they or other members of the Solution Design team have made, effectively manage the deployment of on-site services.
• Travel to client sites (domestic and international) to verify that onsite physical integration aligns perfectly with the original engineering designs.
• Support systems hand-over training as required
• Ensure proper documentation related to the project, including a Theory of Operations, is produced
• Ensure proper project handoff to other Disguise teams such as Customer Success and Support, to ensure a smooth transition to day-to-day account management.

REQUIRED SKILLS & EXPERIENCE

• Disguise Expertise: High proficiency in Disguise programming and a deep understanding of the Disguise software/hardware ecosystem.
• AV Engineering: Proven industry experience designing and engineering complex AV systems - such as Broadcast, XR, Location Based Experiences (stadiums,venues, themed attractions, etc…) , Corporate or Live Events.
• Design Software: Professional-level knowledge of Vectorworks.
• Technical Background: 5+ years of experience designing/installing, and setting up complex technical systems, including hardware, software, and networking.
• Technical Project Management: Experience managing multiple concurrent client projects, ensuring they are delivered on time and to high quality.
• Communication: Excellent attention to detail in technical documentation and the ability to collaborate across global teams and time zones.

Nice to have:

• Demo/sales experience: Work directly with clients to understand their pain points, design a system and communicate back to the client how this meets their needs. 
• Training experience: helping clients make the most of their new solutions from day 1 of go live
• Basic understanding of Unreal Engine, Touch Designer and Notch. 

BEHAVIORS & TRAVEL

• Flexibility: Willingness to travel both domestically and internationally (roughly once every other month) for 1-2 weeks per project/trade show.
• Adaptability: A passion for learning new technologies; we will provide additional training in specialized areas like virtual production and immersive experiences as needed.
• Ideally working 4+ days per week out of the Los Angeles Disguise office
• Anybody joining Disguise should embody the following attributes:
• Driven, proactive and passionate about project design and delivery
• Accountable and dependable, team player that takes accountability and asks for help when needed
• Dynamic and quick to respond to changes, works well under pressure and with other teams
• No Ego:  Win for the team and for our customers

Role:                                  Senior Support Engineer (North America)
Department:                      Support
Location:                           Atlanta (hybrid)
Reports into:                     Regional Support Manager

About the role:

The Senior Support Engineer is a crucial role in the customer experience team. The customer experience team focuses on providing the best customer interactions throughout the disguise journey. You will be assisting users working on large scale shows using our hardware and software. At times you will be working to tight deadlines, troubleshooting issues that are time critical. 

Our customers are industry leaders (such as Netflix, Disney, Eurosport) who are producing the most interesting, groundbreaking visual experiences. At times you will be working to tight deadlines and troubleshooting issues that are time critical. 

You will be exposed to the full breadth of technology needed to create a successful show (inc and not limited to stage projection, Xr workflows, and our software). We want you to be a highly motivated and positive person looking to push yourself and the team to offer industry-leading levels of support.

We will invest in you and your ability to learn, pushing you to grow and expand in the role and the company. You will be surrounded by an experienced team that can help you develop and improve. disguise is passionate about providing industry-leading support services across the world.

What you will do:

• Share industry knowledge to upskill and support the development of the wider support team.
• Assign and distribute support cases based on team members’ specialist expertise.
• Take ownership of high-priority customer cases and communicate directly with customers to resolve issues.
• Monitor and respond to incoming email and phone enquiries, ensuring a high standard of customer support.
• Prioritise incoming support cases and escalate critical issues when required.
• Create and maintain customer-focused knowledge base articles to share solutions and best practices.
• Support the Projects team with large-scale productions involving specific features and integrations.
• Communicate with colleagues and clients via Slack, Service Cloud, email, and phone to support the full disguise product range.
• Assist other Support Technicians with on-site support visits when needed.
• Collaborate with Development and QA teams by reporting and providing feedback on software and hardware issues.
• Support the Sales and Support teams with demo setups, events, and trade shows.
• Prepare servers for sales demos, testing, and issue reproduction.
• Continuously develop technical knowledge to improve the level of support delivered.
• Participate in a 24/7/365 support rota, providing weekend coverage approximately once every 4–5 weeks (TOIL provided).

Skills, experience and behaviours we are looking for: 

• You have experience working with Disguise Designer as either a show programmer or in-venue Support or with other media servers, (Pixera, Watchout, Hippotizer etc)
• You have experience working closely with the Video team on large-scale shows in one or more of the following industries: Touring Music, Theatre Production, Film/Movie Shoot, Permanent Install
• You have a strong understanding of Video signals and routing, such as Progressive vs Interlaced, colour bitrate, sampling, Genlock and schematics
• You have experience with LED screens, LED processors, and projectors in a commercial environment
• You have experience with 3rd party game engines, such as Unreal Engine (blueprint and levels, exposing parameters), TouchDesigner, Unity, Notch, Blender or equivalent modelling programs (3d modeling and UV mapping) will also be considered
• You are an expert in troubleshooting complex technical problems
• You have experience in a client-facing role working to deadlines
• You thrive in offering mentorship and upskilling more junior members of the team
• You are flexible to work the very occasional odd hours/weekends and to travel to client sites
• You have clear English communication, both verbal and written, to interact with both customers and the internal teams at Disguise 
• You are highly collaborative, working with the support team to resolve complex issues, as well as knowledge sharing
• You are calm under pressure when dealing with complex time critical issues
• You are a resilient and dynamic person, who can easily pivot and adapt in fast-paced environment

Nice-to-have:

• Commercial experience of managed networks, e.g., Cisco, Mellanox, Ubiquiti
• Commercial experience integrating Disguise Designer with 3rd party devices such as Camera Tracking Systems (MOSYS, Stype, NCAM), Automation and control networks (PosiStageNet, OSC) and Lighting desks (DMX, ArtNet, sACN)
• Experience with ST-2110-based workflows (NMOS, PTP, 2022-7 redundancy)