Virtual Gig Jobs in California (NOW HIRING)

The Support Manager is a crucial role in the Americas disguise team reporting into the Global Head of Customer Success. The role works alongside country Support Managers and Project Specialists in the Special Projects team to provide both onsite and email‑driven support to disguise customers. The Support Manager will take responsibility for the daily running of the US Support team, building team skills to be disguise experts and driving customer satisfaction.

The successful candidate will be a confident self‑starter with excellent communication skills and proven prior experience of working within a creative environment and leading teams to success.

Disguise customers include corporate, concert touring & live music events, theatre productions, Chroma key productions, XR, VR, AR, Film & TV production.

• Lead and motivate the support team to deliver consistent and effective customer support.
• Prioritise caseload and actively provide support to our customers.
• Develop and maintain great relationships with key customers.
• Work closely with large‑scale projects from inception to delivery.
• Program disguise demo projects.
• Create and use intellectual capital to solve diverse client issues in an innovative way.
• Propose the disguise product to solve business challenges faced by our customers.
• Produce system schematics and 3rd‑party solutions documentation.
• Problem‑solve technical issues and provide 1st‑level support on Disguise products and peripheral equipment.

• Minimum 5 years of media server experience with at least 3 years with disguise hardware.
• Personable and a team player who can work under their own initiative.
• Comfortable in both technical dialogue and commercial settings.
• Proven knowledge of large event management and projects with multiple stakeholders.
• Proven project management skills.
• Exceptional time‑management, organisational and analytical skills.
• Organised, diligent and reliable, able to collate and share data across departments and teams.

• Knowledge of video signal processing and bandwidth formats.
• Knowledge of Genlock, waveform monitors, camera systems, Brompton processors, camera‑tracking systems and other industry tools and hardware.
• Knowledge of advanced technical system integration.
• Strong written and verbal communication, including technical writing skills and ability to present and influence effectively at all levels of the organisation.
• Enthusiasm for working in an international (multi‑time‑zone), collaborative and fast‑paced environment and learning new technologies. Time management is key and the company operates 24/7, so flexibility is important.
• Ability to travel to international destinations is crucial. Staff must abide by the latest Covid regulations for destination countries.

• Product or solutions strategy development in the entertainment sector.
• Knowledge of lighting and video within the film and broadcast industries.
• On‑set experience in film and TV production.
• Unreal, Unity and Notch experience.
• Knowledge of Jira & Confluence would be an advantage.

• Unlimited Paid Time Off – with a minimum time you must take set at 20% above statutory.
• Gig Allowance – £400 or local equivalent to spend on tickets every year, to immerse yourself in our industries.
• Flexible hours – some people start work at 10am, and others at 7am and finish earlier. Create a pattern that works for your team and for you.
• Hybrid working between home and our offices (dependent on role and location).
• Long Service Awards (3, 5, 10+ years).
• Belonging policies – including support for Parental, Fertility, Miscarriage, Menopause and Transitioning.
• Mental health and wellbeing support – subscription to the Calm app, weekly desk‑yoga, mental health first‑aid buddies, Employee Assistance Programmes.
• Training, coaching & mentoring.
• Health and pension benefits vary based on local requirements.