2nd Line Support Engineer

Disguise sits at the heart of the most inspiring live and virtual experiences in the world, leading the market in building a software and hardware solution that designs, sequences and controls the most spectacular productions across film and TV, broadcast, live and corporate events.

Department: IT
Location: Atlanta
Reports into: Director of IT, UK based
Contract: Full Time

We are seeking a seasoned IT Support Engineer to act as the global escalation point and technical contact across our international offices. This is a hands‑on role combining infrastructure, cloud, security, networking, automation, and server administration ideal for someone who thrives in complex environments and enjoys owning problems end‑to‑end.

• Act as the senior escalation point for complex global IT issues
• Independently triage and close high‑impact tickets
• Lead Jira administration and workflow optimisation
• Manage AWS (S3, EC2, RDS) and Azure environments
• Maintain Windows/Linux servers (on‑prem and cloud)
• Strengthen cybersecurity posture (endpoint, IAM, risk awareness)
• Support global networking (Meraki, Sophos, firewalls)
• Drive automation, scripting, and AI‑enabled process improvements
• Contribute to High Availability (HA), Disaster Recovery (DR), and Business Continuity planning
• Ownership of certificate lifecycle management, including SSL/TLS, PKI, and platforms such as Digi Cert.

• Strong Jira administration and workflow experience
• Experience in Perforce administration
• Proven 2nd Line support expertise
• AWS and/or Azure cloud experience
• Solid networking fundamentals and troubleshooting skills
• Cybersecurity knowledge (SOC, endpoint, IAM)
• Firewall administration (e.g., Sophos)
• Scripting and automation mindset
• AI tooling familiarity and integration awareness
• Ability to operate independently in a global environment

• Technical Expertise :
  Deep understanding of IT systems, hardware/software troubleshooting, and network administration to provide timely, effective support.
• Problem‑Solving Abilities :
  Skilled in diagnosing and resolving complex issues with a structured, methodical approach, ensuring quick and accurate solutions.
• Clear Communication :
  Ability to explain technical concepts in simple terms to both technical teams and non‑technical users, ensuring clarity and transparency.
• Customer‑Centric :
  Excellent customer service skills, with a focus on understanding user needs and delivering a positive support experience.
• Attention to Detail :
  High standard of accuracy in troubleshooting, documentation, and reporting, ensuring no details are overlooked and issues are fully resolved.
• Proactive & Driven :
  Demonstrates a proactive mindset, identifying potential problems before they escalated and continuously seeking ways to improve processes.
• Accountability :
  Takes ownership of assigned tasks and incidents, managing priorities effectively to ensure issues are resolved in a timely and efficient manner.
• Adaptability & Resilience :
  Comfortable working in a fast‑paced environment, quickly adjusting to new technologies, evolving business needs, and high‑pressure situations with a positive attitude.
• Collaboration & Teamwork :
  Works well within cross‑functional teams, actively sharing knowledge, offering support, and learning from colleagues to continuously improve team performance.

This is 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

$52,000—$60,000 USD

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,…