Technical Services Engineer APAC at Polarity… · Hong Kong

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.

About Disguise

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, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.

Don’t Disguise your differences.

Innovation 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.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.
• Resilience. We don’t give up until we find the right solution, even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We 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:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring