Senior CIS Engineer

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 smart mobility. 
 
With teams around the world, Irdeto’s greatest asset is its people and diversity is celebrated through an inclusive workplace, where everyone has an equal opportunity to drive innovation and support Irdeto’s success. Irdeto is the preferred security partner to empower a secure world where people can connect with confidence. 

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

• Provide integration and technical support for Irdeto products and services. 
• Communicate effectively (written and verbal) with customers, team members, and stakeholders.
• 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 3rd Level Support
• 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. 
• 5+ years of experience in a technical support and/or integration role preferred. 
• Strong knowledge of AWS cloud services, including Infrastructure as Code (IaC); relevant AWS certifications are a plus.
• Experience with debugging applications for Linux and Windows. 
• Experience with microservices, containerisation.
• Solid understanding of network, OSI 7-Layer, APIs, SQL, and Scripting.
• Strong understanding of streaming protocols sucha as HLS, DASH, smooth streaming, etc.
• Experience Multi-Digital Rights Management (DRM), Content Delivery Network in OTT
• Strong understanding of Media Codec details such as H64, HEVC, AAC, AC3, DTS, etc.
• Familiar with media containers such as TS, MP4, CFF etc.
• 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.

What you can expect from us:  

We invest in our talented employees and promote collaboration, creativity, and innovation while supporting health and well-being across our global workforce. In addition to competitive remuneration, we offer:   

• A multicultural and international environment where diversity is celebrated   
• Professional education opportunities and training programs   
• Innovation sabbaticals   
• Volunteer Day   
• State-of-the-art office spaces   
• Additional perks tailored to local offices (e.g. fresh fruits, parking, foosball, ping pong, chess corner, social events, etc.)   

Equal Opportunity at Irdeto 

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!