Customer Integration and Support Engineer

Posted: Sep 28, 2023

Location: Hoofddorp, NL

Company: Irdeto

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: Customer Integration and Support Engineer

In this role, you will be responsible for integrating, deploying, and supporting the best-in-class Conditional Access Headend solutions.

We are seeking an enthusiastic Conditional Access Headend integration and support engineer to apply their skills and broaden the horizon by learning new advanced Irdeto cardless and smartcard-based solutions in this arena. This will be an ideal role for you if you are hands-on in integrating and supporting CA solutions and have a strong desire to learn, integrate and support the cutting-edge Irdeto headend solutions. The role will involve delivering and maintaining the Irdeto CAS solution. It is important to enjoy working in a customer-facing environment, be proactive and passionate about delivering world-class support services to customers, and be able to tailor your communication.


In this role you will be joining our Video team. Conditional access remains key to what we do; from managing new technology implementations, combating online piracy, and offering anti-cheat methods for gaming to supporting customers' demand for high-quality multi-screen experiences Irdeto deliver to a global customer base.


Your Mission at Irdeto:

  • Perform technical integration activities, and deploy the Irdeto solutions and services to new and existing customers in the areas of Conditional Access, Watermarking, and Anti-piracy.
  • Work closely with Irdeto Project Managers, Engineering, Solution Architects, Pre-sales, Sales, and Partners to ensure the Irdeto headend solutions are well integrated, and issues related to the CAS headend are well understood and handled successfully to customer satisfaction.
  • Provision hardware and software for new and existing customer implementations/ upgrades, and document the installations and customer use cases.
  • Perform end-to-end test and certification activities (ATP) to verify the integration until customer sign-off.
  • Provide hands-on training to customers to operate and administrate the installed system.
  • Perform 24x7 Second line support duties on a rotational basis and be responsible for problem analysis, tracking, and resolution of technical issues.
  • Work to establish 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 will add value to the team:

  • University degree in technology or Computer Science
  • Relevant experience supporting headend Conditional Access systems for Pay-TV /complex software-based mission-critical Business-to-Business systems.
  • Operational experience and a good understanding of Conditional Access system(s).
  • Good understanding of Digital Headend architecture, DVB and MPEG standards, Set-Top-Box.
  • Windows and Linux System Administration skills.
  • Experience with relational database management systems (preferably Microsoft SQL Server) & SQL queries.
  • Hands-on experience configuring Multiplexers, Encoders and knowledge of Billing Systems.
  • Experience in deploying applications in the cloud platform (AWS or others) will be a plus.
  • Basic Network Administration Skills with an understanding of VLANs, Switching, Routing, and Packet Analyzer tools is plus.
  • Python scripting and network protocol analysis tools like Wireshark are a big plus.
  • Strong analysis and problem-solving skills and proven ability in delivering exceptional customer experience in an external-facing role.
  • Excellent verbal and written communications skills in 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 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. 

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