Lead Customer Integration and Support Engineer

Who we are:

Irdeto is the world leader in digital platform cybersecurity, empowering businesses to innovate for a secure, connected future. Building on over 50 years of expertise in security, Irdeto s services and solutions protect revenue, enable growth and fight cybercrime in video entertainment, video games, and connected industries including transport, health and infrastructure. Irdeto is the security partner dedicated to empowering a secure world where people can connect with confidence.

With teams and offices around the world, Irdeto s greatest asset is its people - our diversity is celebrated through an inclusive workplace, where everyone has an equal opportunity to drive innovation and contribute to Irdetos success.

The Role:

The Irdeto 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 OTT Media Protection for Multi-screen video streaming, Keys and Credentials, Watermarking, 4K, and Cyber Security and Intelligence. 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, cloud-hosted OTT Multi-DRM and Rights Management solutions 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 also 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 web 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 OTT solutions and services to new and existing customers for multiple product lines such as Irdeto Control, Irdeto Rights, 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 product integration issues through reading logs, error messages and network traces.

• Work with Irdeto Operations teams to provide Tier 2 technical support to troubleshoot, identify, and resolve technical issues within customer production systems.

• 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.

• Perform end-to-end test and certification activities to verify product integration functions as expected.

• 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.

• Manage customer expectations and provide regular updates to Program Managers and stakeholders regarding the status of your project deliverables.

• Provide hands on training to customers to operate and administer installed systems.

• Occasionally deliver integration and training services onsite at a customer location.

• Follow established ISO and ITIL processes and guidelines, adhere to documentation and quality standards, and support the Irdeto software development and release process as applicable.

How you can add value to the team

• University degree in Computer Science or Engineering or equivalent education in a related technical field.

• 5+ years of relevant customer-facing software integration experience delivering and supporting mission. critical software systems in complex B2B environments.

• Experience testing and maintaining RESTful web services.

• Experience with scripting languages (preferably Python, JavaScript or LUA, bash/kshell).

• Experience using Postman or other ADEs.

• Experience using Splunk to query system logs or equivalent logging service.

• Experience integrating and supporting OTT Streaming 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 OTT Linear and VOD content delivery systems and workflows including CDNs and Content Packagers.

• Programming experience in at least one Object Oriented language (preferably Java) is a plus.

• iOS or Android app development or testing experience a plus.

• Hands-on Amazon Web Services (AWS) service management and devops experience a plus.

• Familiar with CI/CD concepts.

• Familiar with working with Agile delivery teams, using Jira, and working through a backlog.

• 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).

What you can expect from us:

Our people and culture are the heart of our business, and our values of Trust, Accountability, Agility and Innovation inform what we do, and how we work. We believe in investing in our talented employees and promote collaboration, creativity and innovation, health and well-being across our global workforce.

In addition to competitive remuneration and extensive benefits we offer:

• An international and multicultural environment where diversity and inclusivity are celebrated and embraced

• Professional educational opportunities and training program

• Innovation sabbatical

• Volunteer Day

• State of the art office space

• On the job coaching and mentoring

• Flexible work arrangements - via our Work Hard Anywhere policy.

• Some of us run city marathons and even go on snowboarding trips together!

• Casual FridayCasual every day!

• US$ 500 net for your home office setup after you passed your trial period

• And many additional perks customized to global locations (canteen, fresh fruit, amazing coffee, parking, on-site gym, yoga room to name a few)

Irdeto encourages applications from people with disabilities, as we provide accommodation on request of the candidates that take part in all aspects of the selection processes.

Welcome to Irdeto!

Irdeto is proud to be an equal opportunity employer.

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