{"id":441934,"url":"https://alion.io/job/disguise-support-specialist","title":"Support Specialist","company":{"id":172177,"name":"disguise","domain":"disguise.one","url":"https://alion.io/company/disguise-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hong Kong"],"countries":["HK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Blender","optional":false}],"status":"live","first_seen_at":"2026-08-27T12:20:07Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-31T23:02:50Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"description":"Customer Excellence -Support specialist (Tsuen Wan, Hong Kong )\nRole: Support specialist\nLocation: Tsuen Wan, Hong Kong\nDepartment: Customer Excellence\nReports to: Head of Support, APAC\nABOUT THE ROLE\nThe Support specialist is a crucial role in the customer excellence department. The customer excellence team focuses on providing the best customer interactions throughout the disguise journey. You will be assisting users working on shows using our hardware and software. \nOur customers are industry leaders 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. \nYou 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 disguise 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.\nWe 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.\nWHAT YOU WILL DO\nWeekday(Daily) tasks:\nMonitor and respond to incoming email and phone inquiries, ensuring we are delivering the highest level of support\nInteract with disguisers and clients through various methods to aid in support for all disguise product range\nPrioritise incoming support cases, escalating critical cases\nOwn high priority customer cases and communicate with the customer to resolve issues\nContinually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliver, as well as assisting members of the support team\nWrite and share knowledge via customer focussed knowledge base articles\nWeekend tasks:\nProvide 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. \nAssociation tasks:\nWork with the Development & Q&A teams - feedback and logging of software and hardware issues\nAssist the other department team with Demo setups and events/trade shows\nServer prep for Sales / Demos / Issue Re-productions\nOnsite Support Tasks:\nAid other Support technicians with on-site support visits\nHelp projects team with large scale productions, requiring specific features and integration \nEXPERIENCE\nHard Skills:\nCommercial experience with at least ONE third party integration used for advanced Camera tracking systems such as MOSYS, Stype, NCAM\nCommercial experience of networking\nAn understanding of 3D workflows, such as Blender or equivalent modeling programs (3d modeling and uv mapping)\nCommercial experience with video systems for entertainment, including signal flow, cable/connector types, codecs, commonly used resolutions, refresh rates and colour sampling\nCommercial experience with at least ONE media server (disguise, Pixera, Watchout, Hippotizer etc…) \nExperience with ONE of the following industries; Music, Live Events, Theatre, Corporate Events, Installation (Museums, Exhibitions etc…)\nSoft Skills:\nExperience providing technical support\nExperience troubleshooting \nExperience in a client facing role\nBEHAVIOURS & VALUES\nExcellent spoken and written English skills and region’s native language\nA full understanding of the region's culture\nAbility to travel if required\nFlexibility with working hours\nYou will have excellent attention to detail, to enable you to log processes and capture data accurately\nYou will have clear communication, both verbal and written, to interact with both customers and the internal teams at disguise \nYou will enjoy problem solving with a curious and inquisitive mind, to investigate a technical issue and get to the heart of the problem\nYou will be collaborative, working with the support team to resolve complex issues, as well as knowledge share\nYou will have the ability to remain calm under pressure when dealing with complex time critical issues\nYou will have the resilience to keep experimenting\nYou will be a self motivated person, able to manage changing priorities and work with a global customer base \nYou will have a zest for learning and knowledge, learning yourself as well as teaching others\nYou will strive to continue developing processes and procedures to help continuously improve the department\nAbout Disguise\nDisguise 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.\nWe 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. \nWatch our showreel\nDon’t Disguise your differences.\nInnovation 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. \nOur values\nHonest. We are real with ourselves and our clients and share our ideas with openness and transparency. \nEvolutionary. We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game.\nFearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.\nResilience. We don’t give up until we find the right solution, even if it means going outside our remit.\nBelong. We create an environment where everyone feels like they belong and is empowered to do their best work.\nOur benefits\nWe 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:\nUnlimited Paid Time Off - with minimum time you must take set at 20% above statutory\nHybrid working between home and our offices (dependent on role and location)\nMental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes\nGig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries\nBelonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning\nTraining, coaching & mentoring","description_format":"text","description_chars":6794,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity","Hybrid work"],"hiring_locations":[{"name":"Hong Kong","iso":"HK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Pro AV & Digital Signage","Video Production"],"lifecycle":[{"event":"open","at":"2026-09-06T07:27:59Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.354,"p_room":0.28,"age_days":64,"expected_fill_days":23,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/disguise-support-specialist","json_url":"https://alion.io/job/disguise-support-specialist.json","meta":{"generated_at":"2026-11-01T01:10:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1894,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":172177},"rest":"https://alion.io/mcp/rest/get_company?id=172177"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdisguise-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdisguise-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdisguise-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/disguise-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdisguise-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":441934}},{"tool":"search_jobs","arguments":{"company":"disguise.one","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":441934},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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