Cinema Systems Support Engineer — 24/7 On-Call

Dolby Laboratories, Inc.; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Dolby Laboratories, Inc. in London is seeking a dedicated Support Engineer to assist cinema and consumer customers with installation, operation, and issue resolution of Dolby products. You will deliver training, track cases, and collaborate across teams to improve customer satisfaction.

The role involves working with Phone, Email, Chat, and Portal channels, and may require international travel to support Dolby technologies and products.

Qualifications

• Minimum of 5 years of Tech Support work experience or 2 years with BS degree.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Must be customer service oriented and collaborate, adaptable, transparent, and a team player.
• Excellent written and verbal English communication skills with internal and external customers of varying knowledge levels.
• Ability to work independently and in a team with flexible schedules, including on-call shifts.
• Willingness to travel internationally as required.

Responsibilities

• Assist customers with performance problems during installation and operation of Dolby products.
• Provide multi-channel support (Phone, Email, Chat, Portal) to dealers, integrators, end customers, and field teams.
• Ask targeted questions to identify root causes quickly and clearly.
• Gather information and escalate unresolved issues to product management or engineering.
• Provide prompt feedback and updates to customers.

Skills

Tech Support experience

Customer service

English communication

On-call support

Education

BS degree

Tools

Salesforce CRM

Confluence

Microsoft Office

Job description

Dolby Laboratories, Inc. in London is seeking a dedicated Support Engineer to assist cinema and consumer customers with installation, operation, and issue resolution of Dolby products. You will deliver training, track cases, and collaborate across teams to improve customer satisfaction.

The role involves working with Phone, Email, Chat, and Portal channels, and may require international travel to support Dolby technologies and products.