Customer Support Technician

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.

The Role: 
As a Customer Support Technician in the Irdeto Connected Transport Keystone Fleet and OEM Team, you will be responsible for supporting the customer with product installations, training on usage of the product and supporting the customers' issues as they arise. Your role will be to lead the customer support activities from installation issues through on-going product support working with the Customer Success Manager who oversees these customer focused activities along with providing feedback to engineering and product planning on issues and features from a customer perspective for future consideration.

Your mission at Irdeto: 

• Working with the customer success team to provide high quality service to customers and potential customers with installation and product knowledge, along with trouble shooting and field support 
• Travel to customer sites to train and manage installation activities or troubleshooting of issues 
• Triage field issues and drive resolution where possible, and create bug or feature requests if immediate resolution is not available 
• Support the return and replacement process for defective product
• Working cross-functionally to provide valuable inputs to improve product quality and new features 

How you can add value to the team? 

• A technical background with an understanding of vehicle electronics and systems, with qualifications in Electronics or equivalent work experience
• Product installation experience and ability to work hands-on 
• A passion for solving problems 
• Experience with or passion for dealing with customers in a product support environment 
• Ability to travel, up to 50% of the time, and possibly on-site deployments during installation phases 
• Experience with mobile applications and cloud interfaces to be able to troubleshoot issues or support customer questions.

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 

• On the job coaching and mentoring 

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

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

Irdeto is proud to be an equal opportunity employer. All decisions are based on qualifications and business needs, and we do not tolerate discrimination or harassment. We welcome applications from individuals with diverse abilities and provide accommodation during the hiring process upon request. 
 
If you’re excited about this role but don’t meet every qualification, we encourage you to apply. We believe diverse perspectives and experiences make our teams stronger

Welcome to Irdeto!