Senior Customer Integration & Support Engineer

Senior Customer Support and Integration Engineer 

The Senior Customer Support and Integration Engineer role is customer facing, responsible for developing and delivery of various software components, as well as providing customer support, operational support, and software maintenance for software components in production. You are expected to develop, deploy, and maintain software systems that automate the processing, compression, encryption and delivery of media to a variety of endpoints. You are expected to work with a team of software developers to write and support the software systems that manage MultiChoice Group VOD content (e.g., DStv’s CatchUp, Showmax and BoxOffice) as well as encryption of OTT services. Your systems will read the schedules, fetch the original video/audio/subtitle/image file, compress that into the various formats for the different decoders and  online Apps. Your systems will also encrypt that with an array of technologies from Irdeto’s own conditional access systems, to Google’s Widevine and other DRMs too. Then, you wonder, how does a BoxOffice movie get onto my decoder? Your systems do that, slicing it up to stream it over the satellite in accordance with a strict playout schedule to ensure the movie arrives at the decoder at the right time. BoxOffice movies also need to get online, so you’ll be pushing those to the CDN too. Users want to rent that BoxOffice movie, and you’re the one that encrypted it, so your systems will have to be always-on (and your team on-call) to provide them the decryption keys too. 

We are looking for a candidate that 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. 

What you will be working on: 

• Developing, preparation, documentation and execution of system and component level testing 

• Analysing, reproducing and reporting component defects. 

• Automation of recurring tests, and Monitoring of system health 

• 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. 

• Co-ordinate new and / or system requirement changes and liaise priorities and delivery with Irdeto development teams. 

• Support partners (3rd party vendors) with scoping and integration. 

• Manage expectations and communicate status updates to technical and senior stakeholders. Leverage other Irdeto internal teams to assist when needed. 

• 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. 

• Represent your customers and provide valuable input for improvements to existing products and solutions, related documentation and new system development. 

• Research trends in relevant technologies and systems and provide regular updates on the state of the industry 

• Implement proof of concepts and pilots to understand better what new technologies can offer to the business 

• Work with customers to closely understand their business environment so that proposed solutions fit in to the operational environment 

• Work closely with the senior solutions architect to deliver new and enhanced products using new technologies that have been investigated 

• Support new and existing customers for delivery and installation of Irdeto products and system upgrades 

• Work according to Irdeto quality processes and guidelines as applicable. 

Additional Responsibilities: 

• Assists with business development efforts and strategic relationships. 

• Contributes to business case development as required in respective market segments. 

• Estimation and planning. 

• Participate in departmental improvement and innovation processes to deliver projects that enhance project/department performance to enable positive business results. 

• Mentor and coach junior customer support and integration engineers. 

• Other testing activities: system characterization, usability, performance and regression testing 

• Estimate, prioritize, plan and coordinate quality testing activities for each release. 

• 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 

• Perform 24x7 3rd line support duties on rotational basis and be responsible for problem analysis, tracking, and resolution of technical issues and supplying the root cause. 

• Participate in scrum events (planning, daily scrum, sprint retrospective) 

• Support UAT team by diagnosing and resolving technical issues in UAT environment 

• Support UAT team by providing guidance in testing strategies 

• Propose testing strategies to verify current/new deployments 

• Perform end to end testing to verify deployments in Lab and UAT environments for new and existing customers  

• Perform regression testing  

• Review quality specifications and technical design documents to provide timely and meaningful feedback. 

Knowledge and Skills we hope you bring: 

• Master’s degree in computer science, Electrical Engineering, or related technical degree or equivalent experience. 

• Minimum of 8+ years’ experience in technical design, software development or solution delivery. 

• Strong interpersonal and communication skills with the ability to develop and maintain professional internal and external relationships that meet Irdeto’s core values. Skills in conflict resolution, constructive criticism, active listening. 

• Strong decision-making skills with the ability to understand relative priorities, impact, and risk to ensure the right thing gets done at the right time. 

• Well-versed in all aspects of the SDLC including requirements capture, coding standards, software design, code reviews, source control management, build processes, testing, and operations. 

• Experience with the SDLC and post-launch production support; and experience with iterative software development life-cycle methodologies and frameworks such as Agile, SCRUM, DevOps, SRE etc. 

• Experience in working with highly collaborative teams with lots of service interdependencies. 

• Experience in broadcast or online video streaming engineering and operations – content ingest, management, delivery, and playout. 

• In-depth knowledge of networking and IP content delivery technologies and systems 

• Knowledge of digital media transcoding, encoding, and streaming systems 

• Knowledge of SQL and popular database software such like SQL Server and MySQL 

• Experience in Linux configuration and administration. 

• Experience with remote monitoring & dashboarding tools such as Grafana, ELK or Splunk 

• Experience in a DevOps environment with a demonstrable working knowledge of continuous integration and deployment 

• Excellent technical writing ability and presentation skills. 

Technologies used: 

• Ansible, Java, jBPM, Smooth Streaming, HLS, MPEG-DASH, Splunk SPL, Eclipse IDE, C#,  MySQL, SQL Server, Windows Server, CentOS, Ubuntu Server, git, Widevine, PlayReady, Fairplay, 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. 

• Ability to function effectively in a multi-cultural team environment. 

• High degree of self-motivation. Must be able to plan and execute work both independently and as a team member.