Customer Integration and Support Engineer - Irdeto

In this customer-facing role, you as a Customer Support and Integration Engineer will work in a team responsible for creating, deploying, and supporting cost-effective solutions and services for B2B customers to manage and protect media content.

The successful candidate has strong technical capabilities, will thrive in a fast-paced high energy environment, is proactive and passionate about delivering world-class deployment and support services to customers; and will work closely with Irdeto Service delivery teams and other key stakeholders within Irdeto, our partners and customers and ensure a high level of customer satisfaction.

Your mission at Irdeto:

• Perform technical integration activities and deploy Irdeto solutions and services to new and existing customers in the areas of: Content Management (Media Manager, Squirrel, Gofer), Irdeto Rights (Content Protection Systems and multi-DRM) and supporting ActiveCloak deployments.
• Business analysis to ensure that customer requirements are clearly understood and documented.
• Document software installations, use cases and customer requirements for internal and external audiences.

• Provision hardware and software for new and existing customer implementations, system expansion and upgrades; both lab/staging and production environments.
• Provide regular updates to Project Managers regarding the status of your project deliverables.
• Coordinate new and / or system requirement changes and liaise priorities and delivery with Irdeto development teams.
• Support partners (3rd party vendors) with scoping and integration.
• Perform 24×7 2nd line support duties on rotational basis and responsible for problem analysis, tracking and resolution of technical issues.
• Manage expectations and communicate status updates to technical and senior stakeholders. Leverage other Irdeto internal teams to assist when needed.
• Perform end-to-end test and certification activities to verify the integration for customer sign-off.
• Provide hands-on training to customers to operate and administrate the installed system.
• 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.
• Work together with Irdeto Marketing Units, Professional Services, Sales and Legal to define deployment and customer support requirements for new Irdeto products / solutions and customer segments.
• Represent your customers and provide valuable input for improvements to existing products and solutions, related documentation and new system development.

How you can add value to the team:

• Other testing activities: system characterization, usability, performance and regression testing
• Estimation and planning
• Research functionality and implementation of current and future testing techniques and technologies
• Participate in departmental improvement and innovation processes to deliver projects that enhance project/department performance to enable positive business results

Knowledge and Skills we hope you bring:

• University degree or equivalent education in a related technical field.
• 4+ years of relevant experience in delivering and supporting mission critical systems in complex software, services and solution B2B environments.
• Experienced in integrating and supporting OTT / Broadband solutions.
• Knowledge and experience in the areas of: Content Management systems and workflows (jBPM workflow management). Adaptive Streaming (Smooth Streaming, HLS, MPEG-DASH etc.), DRM technologies (Microsoft PlayReady, Apple FairPlay etc.); iOS / Android apps and devices are a plus.
• Familiar with XML, XSLT, HTML, HTTP, NFS, SAN, FTP etc.
• Programming skills in Java and C#; Windows and Linux system administration skills.
• Hosted and cloud-based service experience is a plus.
• Strong analysis and problem solving skills, and proven ability in delivering 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).

Technologies used:

• Java, jBPM, Elipse IDE, C#, Microsoft Visual Studio, MySQL, SQL Server, Windows Server, CentOS, git, Widevine, PlayReady, XML, XSLT

Attitude Requirements:

• Must be a fast learner. Be able to come up to speed on new applications and technology in a very short amount of time.
• Must be detail-oriented, with strong analytical and problem-solving skills.
• High degree of self-motivation. Must be able to plan and execute work both independently and as a team member.
• Ability to function effectively in a multicultural team environment.