Customer Integration and Support Engineer

The Role:

The Irdeto Customer Integration and Support team is a dynamic group of highly skilled integration and support engineers, implementing and supporting cutting edge solutions in the areas of CA (conditional access), OTT Media Protection for Multi-screen video streaming, Keys and Credentials, Watermarking and Cyber Security. In this customer facing role, you as the Customer Integration and Support Engineer will work on a team responsible for integrating, deploying and supporting world-class CA and cloud-hosted OTT Multi-DRM for leading media companies like Cable and Telco operators, Hollywood studios, television broadcasters and sports associations to protect their video streaming content. 

You will work closely with our product development and operations teams to integrate our industry-leading products into customer environments and provide Tier 2 support for customer issues. If you love working with new streaming, DRM and cloud technologies, thinking out-of-the-box and working on complex challenges, you will enjoy working with us! To be successful in the role, you need to have experience building and maintaining CA and OTT services and excellent problem solving, debugging and troubleshooting skills. You also need to show a proven track record of building strong technical customer relationships, working with cross-functional teams and connecting customer requirements with geographically distributed Agile delivery teams to ensure a high level of customer satisfaction.

Your mission at Irdeto:

• Learn and support the Irdeto Headend CA and OTT solutions and services to new and existing customers for multiple product lines such as CA system, Irdeto Control, OTT Watermarking, Content management and Media Protection (multi-DRM).
• Work closely with customers to support the technical integration of the Irdeto solutions into existing customer environments.  
• Work closely with remote/off-shore Solutions Architects, Program Managers, Service Delivery, Engineering and Dev Ops teams to ensure the successful execution of product integration and professional services projects for new and existing customers.
• Troubleshoot, research and diagnose live reported issues through reading logs, error messages and network traces.
• Provide customers with prompt responses to complex technical issues and questions through emails, tickets or phone calls.
• Build and maintain strong, positive relationships with key stakeholders in the Irdeto Sales, Professional Services, Technical Marketing Units and with Irdeto external customers, prospects and partners.
• Document customer software installations, use cases and customer requirements for internal and external audiences.
• Provide prompt feedback to the product delivery team about integration issues, product performance and desired customer enhancements. 
• Provide hands on training to customers to operate and administer installed systems.
• Occasionally deliver integration and training services onsite at a customer location.

How can you add value to the team?

• University degree in Engineering or equivalent education in a related technical field. 
• 4-6 years of relevant customer-facing software integration experience delivering and supporting mission. critical software systems in complex B2B environments. 
• Experience with scripting languages (preferably Python, SQL, bash/kshell).
• Experience integrating and supporting CA solutions.
• Experience in the areas of Streaming DRM technologies (Google Widevine, Apple Fairplay Streaming and Microsoft PlayReady etc.), Adaptive Streaming (Smooth Streaming, HLS, MPEG-DASH etc.).
• Experience in the broadcast/digital media industry working with CA, OTT Linear and VOD content delivery systems and workflows including CDNs and Content Packagers.
• Hands-on Amazon Web Services (AWS) service management and devops experience a plus.
• Strong analysis and problem-solving skills, and proven ability to deliver exceptional customer experience in an external facing role.
• Characteristics: Positive, highly motivated, can-do” attitude.
• Key contributor, willing to go the extra mile to achieve desired results.
• Strong, professional interpersonal and communication skills (English).