Cinema Support Engineer — Flexible Work

Dolby Laboratories; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Dolby Europe Limited is seeking a skilled Support Engineer to assist cinema customers and partners with installation, operation, and troubleshooting of Dolby products. You will engage via phone, email, chat, and portal to resolve issues, provide timely updates, and contribute to knowledge bases and training.

The role requires strong English communication, a customer-service mindset, and the ability to work flexible hours including on-call shifts and some international travel.

Qualifications

• Minimum of 5 years of Tech Support work experience or 2 years with BS degree.
• Proven work experience as a Technical Support Engineer or IT Help Desk Technician.
• Must be customer service oriented with collaboration, adaptability, transparency, and teamwork.
• Able to work independently to achieve goals established in a team environment.
• Excellent written and verbal English communication skills and ability to work with internal and external customers with a wide range of knowledge and skill levels.

Responsibilities

• Assist customers with performance problems that arise during the installation and operation of Dolby products.
• Provide support through multiple channels (Phone, Email, Chat, and Portal) to dealers, integrators, end customers, and field technical teams using Dolby products with a diplomatic, professional, and service-oriented approach until they’ve solved a technical issue.
• Ask customers targeted questions to understand the root of the problem quickly.
• Properly gather information and elevate unresolved issues to appropriate internal teams (e.g., product management, engineering, or another team).
• Provide prompt and accurate feedback and updates to customers.
• Refer to internal databases or external resources to provide accurate solutions.
• Ensure all issues are appropriately logged using internal case handling and communication systems in accordance with established procedures, specifications, and guidelines.
• Prioritize and manage several open issues at one time.
• Promote and maintain the quality and value associated with the Dolby brand by ensuring customer satisfaction in every transaction.
• Utilizing established systems and maintaining accurate records of customer communications and support activities.
• Deliver training to customers, field technical teams, and other internal staff on Dolby technologies and products.
• Provide technical sales assistance to our customers by helping them understand the features of Dolby Products, leading to successful sales of our products.
• Work with other team members on the creation, review, and maintenance of Dolby’s support knowledgebase, technical documentation, and test materials

Skills

Customer service

Teamwork

English communication

Problem solving

Independent work

Education

BS degree

Tools

SalesForce CRM

Microsoft Office

Confluence

Job description

Dolby Europe Limited is seeking a skilled Support Engineer to assist cinema customers and partners with installation, operation, and troubleshooting of Dolby products. You will engage via phone, email, chat, and portal to resolve issues, provide timely updates, and contribute to knowledge bases and training.

The role requires strong English communication, a customer-service mindset, and the ability to work flexible hours including on-call shifts and some international travel.