Staff Operational Support Engineer

Dolby Laboratories; Atlanta (GA); On-site; USD 136,500 - 187,400; Full time

Job summary

Dolby Laboratories is seeking an Operational Support Engineer (L2) in Atlanta to oversee customer-impacting incidents in live video streaming. You will be responsible for troubleshooting, leading incident resolution, and ensuring operational excellence across platforms.

With a flexible work culture, Dolby provides a salary range of $136,500–$187,400 plus benefits. This role requires expertise in production environments and strong communication skills, particularly during high-pressure situations.

Qualifications

• 5+ years of experience in operational or customer support roles.
• Experience supporting live streaming platforms and OTT services.
• Ability to remain calm during high-pressure incidents.

Responsibilities

• Take ownership of escalated customer issues and drive to resolution.
• Troubleshoot complex incidents affecting live streams and VOD.
• Lead live incident bridges and provide clear communications.

Skills

Customer-facing communication

Troubleshooting distributed systems

Operational autonomy

Incident management

Tools

Grafana

Kibana/ELK

Prometheus

Terraform

Kubernetes

Job description

Join the leader in entertainment innovation and help us design the future. At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you’ll see and hear the results of your work everywhere, from movie theaters to smartphones. We continue to revolutionize how people create, deliver, and enjoy entertainment worldwide. To do that, we need the absolute best talent. We’re big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work. We offer a collegial culture, challenging projects, and excellent compensation and benefits, not to mention a Flex Work approach that is truly flexible to support where, when, and how you do your best work.

The Dolby Cloud Solutions organization builds technologies and innovations that easily integrate into service providers’ infrastructure to make content experiences more effective, meaningful, and engaging for consumers.

Dolby OptiView is building a dedicated Operational Support (L2) team responsible for the stability, availability, and operational excellence of our 24/7 live video streaming, ads, player, and real‑time delivery platforms.

As an Operational Support Engineer (L2), you take end‑to‑end ownership of customer‑impacting production incidents once they are triaged by Level 1 support. You operate directly on production systems, lead live incident resolution, and act as the operational bridge between Support, Engineering, DevOps, and customers, particularly during high‑impact live events.

This is a hands‑on, customer‑facing role focused on incident ownership, production operations, automation, and operational scalability, not just reactive troubleshooting.

Key Responsibilities

• 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 and executing mitigations and emergency changes during live incidents when customer impact requires immediate action.
• 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 tools and frameworks such as Terraform, Helm, Kubernetes manifests, GitOps workflows, CI/CD and deployment pipelines, using IaC as the primary mechanism for safe, auditable, and repeatable operational changes.
• Collaborate with Engineering and DevOps to improve deployment reliability and operational safety.
• Validate and execute infrastructure or configuration changes through codified workflows.
• Leverage AI tools and automation to enhance operational efficiency and incident response, including AI‑assisted incident triage and classification, automated runbook execution, AI‑based pattern detection across incidents, and intelligent alert correlation and noise reduction.
• Generate or improve incident communications, accelerate troubleshooting workflows, identify recurring patterns and systemic issues, and drive adoption of automation‑first and AI‑augmented operational practices.
• Participate in pre‑event readiness planning for critical customer events, running runbook checks, monitoring coverage validation, risk identification and mitigation planning, defining and rehearsing incident response strategies for high‑risk scenarios, and collaborating with customers and internal teams to ensure smooth event execution.
• Participate in a 24/7 on‑call rotation, including nights, weekends, and holidays, as part of a global support model, ensuring smooth handovers between shifts and regions.
• Respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure.
• Perform or contribute to root cause analysis (RCA) for production incidents, document findings, corrective actions, and preventive measures, and identify recurring issues to work with Engineering and Product teams to eliminate them permanently.
• Contribute to and improve runbooks, operational playbooks, and knowledge bases for all OptiView products (Player, ads, live and real‑time streaming).
• Work closely with Engineering teams to escalade defects, validate fixes, and support production deployments, providing feedback on system observability, tooling gaps, and operational risks, and acting as the operational voice during post‑incident reviews.

Technical Skills

• 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, and 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).
• Correlate backend streaming metrics, player telemetry, and CDN signals to diagnose live customer issues end‑to‑end.
• Comfort performing controlled changes in production environments.
• Working knowledge of incident management and on‑call operations.

Required Skills & Experience

• Proven ability to remain calm, structured, and decisive during high‑pressure incidents.
• Strong sense of ownership and accountability for customer outcomes.
• Excellent written and verbal communication skills, including customer‑facing communication during incidents.

Salary

The Atlanta Area base salary range for this full‑time position is $136,500–$187,400, which can vary if outside this location, plus bonus, benefits, and some roles may also include equity. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, competencies, experience, market demands, internal parity, and relevant education or training. Your recruiter can share more about the specific salary range and perks and benefits for your location during the hiring process.

Equal Employment Opportunity

Dolby is proud to be an equal opportunity employer. Our success depends on the combined skills and talents of all our employees. We are committed to making employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, family status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state, and local laws and ordinances.

Dolby will consider qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code, Article 49, and Administrative Code, Article 12.