Senior Support Engineer

Job Title: Senior Support Engineer



Location: London

Contract Type: 9–12 Month Fixed Term



We are recruiting on behalf of a leading company in real-time visual experience technology for an exciting Support Specialist position. This role offers the chance to work with global clients on high-profile productions, supporting innovative technologies used in the entertainment industry.



About the Role



As a Support Specialist, you’ll be an essential part of the customer experience team, assisting users with advanced hardware and software on large-scale productions. You’ll manage high-priority cases, troubleshoot time-critical issues, and support cutting-edge technologies such as stage projection, XR workflows, and media servers.



You’ll work with industry leaders in entertainment, supporting projects for clients such as major streaming platforms, sports networks, and global events companies. This is a fantastic opportunity to grow your expertise in a fast-paced, collaborative environment.



Responsibilities:



* Manage high-priority customer cases and provide timely resolutions.



* Respond to email and phone inquiries, delivering top-tier support.



* Prioritise support cases and escalate critical issues.



* Assist with integrating specific features into large-scale productions.



* Collaborate with internal teams to provide feedback on hardware/software.



* Write knowledge-based articles to support customers and colleagues.



* Support live events, demos, and trade shows as required.



Experience Required:



* Proficiency in Unreal Engine and at least one media server (e.g., disguise, Pixera, Watchout, Hippotizer).



* Experience with camera tracking systems (e.g., MoSys, Stype, NCAM).



* Understanding of 3D workflows, including Blender or similar tools.



* Hands-on experience with video systems for entertainment, including signal flow, codecs, and refresh rates.



* Background in live events, installations, or related industries.



* Strong troubleshooting skills and ability to work under pressure.



Skills and Attributes:



* Excellent attention to detail for accurate logging and data capture.



* Clear, professional communication skills, both written and verbal.



* A collaborative mindset, willing to share knowledge and assist teammates.



* Resilience and calmness under pressure, with a problem-solving attitude.



* Eagerness to learn and improve processes continuously.



Why Apply?

This role offers a chance to work with groundbreaking technologies in an exciting and fast-paced industry. You’ll join a team committed to delivering exceptional customer experiences and be part of a company that values innovation, collaboration, and growth.



If you’re ready to take the next step in your career, apply today