Staff Operational Support Engineer

Dolby Laboratories

Operational Support Engineer at Dolby responsible for managing live streaming service incidents. Ensuring system stability and collaborating with customers and internal teams during critical events.

Posted 5/29/2026full-timeAtlanta • 🇺🇸 United StatesLead💰 $136,500 - $187,400 per yearWebsite

Tech Stack

Tools & technologies

CloudDistributed SystemsGrafanaMicroservicesPrometheus

About the role

Key responsibilities & impact

Take ownership of escalated customer issues from Level 1 Support and drive them to resolution.
Troubleshoot and resolve complex, high-impact production incidents affecting live streams, VOD playback, ad insertion, DRM, and real-time WebRTC services.
Operate directly on production environments, including configuration changes, CDN adjustments, and corrective actions, following established operational procedures.
Lead or actively contribute to live incident bridges involving customers, internal teams, and partners.
Provide clear, timely communication during incidents, including status updates and customer-facing explanations.
Work fluently with Infrastructure as Code (IaC) to understand, troubleshoot, and safely modify production environments.
Leverage AI tools and automation to enhance operational efficiency and incident response.
Participate in pre-event readiness planning for critical customer events.

Requirements

What you’ll need

5+ years of relevant experience in operational, support, or similar customer‑facing roles
Proven ability to own complex problems end‑to‑end and operate with a high degree of autonomy
Strong experience supporting production video streaming platforms, OTT services, live systems
Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)
Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)
Comfort performing controlled changes in production environments
Working knowledge of incident management and on-call operations

Benefits

Comp & perks

Excellent compensation and benefits
Flex Work approach that supports when, where, and how you do your best work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingproduction incident resolutionInfrastructure as Code (IaC)video streaming platformsOTT servicesdistributed systemsAPIsmicroservicescloud infrastructureincident management

Soft Skills

ownershipautonomycommunicationleadershipcollaborationproblem-solvingcustomer-facingtimelinessplanningadaptability