Customer Integration and Support Engineer

Req ID:  29740

New Delhi, IN

Category:  Customer Care / Technical Support

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 Irdeto's success. 


Customer Integration & Support Engineer


In this customer facing role you will be closely working with 3rd parties (Headend vendors, System integrators), solution architect, engineering, and test teams to ensure the issues related to OTT& MW on customer platforms are well understood and closed to customer’s satisfaction. You as the Customer Integration and Support Engineer will work on a team responsible for integrating, deploying and supporting Irdeto Middleware HE solutions ,Irdeto CAS and cloud-hosted OTT Multi-DRM and Rights Management solutions .

It is important to possess good interpersonal skills and possess the ability to tailor your communication based upon the context. Most of the teams' work is reacting dynamically to customer affecting issues related to our support of “live” production systems.  It is therefore important to be flexible, adaptable and accommodating as requirements can change regularly, often with little or no notice.


Key Responsibilities:

  • Work closely with customers to support the technical integration of the Irdeto solutions into existing customer environments.
  • 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).
  • Support the Irdeto Middleware HE solutions and CAS to new and existing customers . Integration & testing of HE components along with installation, configuration, testing, support and training of Irdeto’s Conditional Access products for customers.
  • Troubleshoot, research and diagnose product integration 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.
  • Needs to take a proactive role to understand any customer related queries and providing a satisfactory response back after required internal discussions.
  • This is a customer facing role in this role you will be Liaising at many levels with other teams and departments, it is important to possess good interpersonal skills and possess the ability to tailor your communication based upon the context.
  • This role may require travelling for interactions with customer, 3rd parties and MW engineering teams.
  • Work with Irdeto Operations teams to provide Tier 2 technical support to troubleshoot, identify, and resolve technical issues within customer production systems.
  • 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.
  • Provide prompt feedback to the product delivery team about integration issues, product performance and desired customer enhancements. 



Who are we looking for:

  • 5-7  years of relevant customer-facing integration experience delivering and supporting mission. critical software systems in complex B2B environments. 
  • Good understanding of DVB/MPEG standards.
  • Good understanding of Head end architecture and operations.
  • Working knowledge of Microsoft SQL Server and a good understanding of relational databases.
  • 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.
  • Familiar with CI/CD concepts.
  • Basic understanding of networking, for example; TCP / UDP / PPP / IP / Firewalls / broadband.


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 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 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. 


Job Segment: Testing, Solution Architect, Cloud, Technical Support, Middleware, Technology