Community Specialist, IT​/Tech

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.

• Monitor and respond to incoming email and phone inquiries, ensuring we are delivering the highest level of support
• Interact with disguise rs and clients through various methods to aid in support for all disguise product range
• Prioritise incoming support cases, escalating critical cases
• Own high priority customer cases and communicate with the customer to resolve issues

• Provide weekend support coverage once every 6–8 weeks (performing the same duties as on weekdays), with 2 consecutive days off provided during the following weekdays.

• Provide frontline software support on Disguise Designer and related software to touring users in the region, including issues that surface during production rehearsals.
• Provide frontline software support for all disguise product's range and related software to touring users in the region, prioritise incoming support cases via various communication platforms, communicate with the customer to resolve issues, escalating critical cases, and ensuring we are delivering the highest level of support
• 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.

• Disguise expertise: Strong proficiency…