Sr Staff Operational Support Engineer

Dolby Laboratories, Inc.•Atlanta, GA

6d•$152,200 - $209,200•Hybrid

About The Position

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 world-class Operational Support organization responsible for the stability, availability, and operational maturity of our 24/7 live video streaming, ads, player, and real-time delivery platforms. As a Senior Operational Support Engineer, you provide technical and operational leadership for the most complex, high-impact production scenarios. You act as the escalation point beyond L2, lead critical incident response for Tier‑1 customers and marquee live events, and drive systemic improvements across reliability, automation, and operational readiness. This role goes beyond incident resolution. You shape how we operate at scale, influence platform design through operational feedback, and partner deeply with Engineering, DevOps, Product, and Support leadership to continuously raise the reliability bar for OptiView.

Requirements

8+ 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
Experience influencing decisions and outcomes beyond individual contribution
Deep experience operating and supporting large-scale, production video streaming platforms
Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)
Expert understanding of HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
Advanced 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.
Proven ability to safely execute complex production changes under pressure
Demonstrated leadership during high-severity, customer-impacting incidents
Strong sense of ownership and accountability for customer outcomes
Excellent written and verbal communication skills, including customer-facing communication during incidents

Nice To Haves

Deep expertise across: Terraform, Helm & Kubernetes manifests, GitOps workflows, CI/CD and deployment pipelines

Responsibilities

Serve as the final operational escalation point for severe, complex, or prolonged customer-impacting incidents
Lead resolution of multi-system, multi-team incidents spanning streaming pipelines, player platforms, ad insertion, DRM, CDN, and real-time services
Own incident command during major live events, including decision-making under pressure and risk-based trade-offs
Drive high-quality, executive- and customer-facing incident communications during critical situations
Coach and support L2 engineers during live incidents, providing guidance and oversight without taking ownership away unnecessarily
Operate confidently and independently on production environments with broad system-level awareness
Design, review, and approve complex production changes using Infrastructure as Code as the default mechanism
Partner with Engineering and DevOps to improve deployment safety and rollback strategies, define operational guardrails and blast-radius controls, and influence platform architecture with operability and resilience in mind
Lead adoption of AI-augmented operations across the support organization
Define and evolve AI-assisted incident triage and prioritization, automated and semi-automated runbooks, and intelligent alert correlation and noise reduction
Use AI and automation to reduce mean time to detect (MTTD) and resolve (MTTR), identify systemic patterns across incidents and customers, and improve the quality and consistency of incident communications
Champion an automation-first mindset, identifying opportunities where manual operational work should be eliminated entirely
Own operational readiness for high-risk, high-visibility customer events
Lead pre-event planning and validation, including architecture and risk reviews, runbook and escalation path validation, and monitoring, alerting, and SLO coverage assessment
Design and rehearse incident response strategies for worst-case scenarios
Act as a trusted operational advisor to strategic customers before, during, and after major events
Participate in a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a global support model
Ensure 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
Identify recurring issues and 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 escalate defects, validate fixes, and support production deployments
Provide feedback on system observability, tooling gaps, and operational risks
Act as the operational voice during post-incident reviews