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 toempoweringasecureworld 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 Irdeto's success.
The Role: Senior Customer Integration and Support Engineer
As a Senior Customer Integration and Support engineer based in KL, Malaysia, you will be joining our APAC integration and support team in Video Entertainment Department and will be playing an important role in facing to our customers. The role will be responsible for assisting with the integration of Irdeto products and services into client environments and into Cloud such as Conditional Access, DRM/OTT and providing technical integration/support to customers and ensuring a seamless experience throughout the implementation process.
Your mission at Irdeto
- Primary responsibility is to provide integration and support for Irdeto products in such described as per below points.
- Demonstrate effective written and verbal communication skills for interacting with team members and working with customers.
- Liaison with clients, internal engineering teams and other vendors for problem resolution.
- Collaborate with the integration team to understand client requirements and develop integration/support plans.
- Assist the customer with planning of system upgrades and configuration changes.
- Provide technical support to customers via email, phone, or remote assistance tools or on-site.
- Troubleshoot and resolve integration/support issues, escalating complex problems to senior engineers and relevant teams when necessary.
- Ensure managing incidents via ITSM tool such as Fresh Service or equivalent.
- Release and implement fixes and new releases on the customer's live systems.
- Responsible for carrying out ATP and signing off when a major system upgrade/install has taken place.
- Collaborate with cross-functional teams, including sales, product development, and quality assurance, to enhance the integration/support process and improve customer satisfaction.
- Proactively assure highest level of system and software availability and up time.
- Provide 1st and 2nd Level support.
- Point person for debugging issues and gathering of logs in deployed software or STB's.
- Travel to client location as needed.
- Flexible with your time, as you may be required to participate in conference calls with colleagues and clients in different time zones.
How can you add value to the team
- Bachelor degree of Computer Science, Information technology or related field or equivalent work experience.
- 3+ years of experience in a technical support and/or integration role preferred.
- Customer-focused and can-do attitude.
- Excellent problem-solving skills.
- Exceptional communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Solid understanding of network, OSI 7-Layer, APIs, SQL, and Scripting.
- Experience with debugging applications for Linux and Windows.
- Experience with microservices, containerisation.
- Good knowledge of cloud platforms (AWS), certification is a bonus.
- Experience with DVB broadcast systems (e.g., Multiplexors, Scramblers)
- Experience in Conditional Access (CA) in broadcast, Multi-Digital Rights Management (DRM) in OTT, Set Top Box and Broadcast operations are an advantage.
- Strong understanding of streaming protocols sucha as HLS, DASH, smooth streaming, etc.
- Strong understanding of Media Codec details such as H64, HEVC, AAC, AC3, DTS, etc.
- Familiar with media containers such as TS, MP4, CFF etc.
- Experience with networking systems (Cisco ASA's and Catalyst for example) with setup and configuration.
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-beingacross 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 educationalopportunitiesand 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 Friday Casual 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 roomto 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.
