Dolby Careers Staff Technical Account Manager

Dolby•Burbank, CA

1d•Hybrid

About The Position

Dolby Cloud Solutions builds technologies and innovations that easily integrate into service providers’ infrastructure to make content experiences more effective, meaningful, and engaging for consumers. We’re a leading company in video streaming, dedicated to providing exceptional solutions to enhance audio, video, and real-time communication experiences, empowering our clients to engage their audiences in meaningful ways. From the leading industry player to innovative advertising solutions, our mission is to create immersive, video experiences that invite everyone to engage and interact. As we grow, we are seeking a senior Technical Account Manager to be the bridge between our technology and our customers, ensuring they maximize the value of our products.

Requirements

3–5+ years of experience in technical roles within the video streaming, AdTech, or SaaS industries.
Deep understanding of end-to-end media delivery workflows, including content encoding, transport protocols, and CDN distribution architectures.
Proven ability to manage complex technical implementations, manage stakeholder expectations, and hit aggressive go-live dates.
Ability to utilize dashboards and internal logging tools to identify the "Where" and "Why" of a technical issue before escalating to Delivery or Support.
Experience using AI tools to summarize technical logs, generate scripts for testing, and automate routine technical documentation.
Ability to explain a "segment timeout" to a business stakeholder while diving into the code with a Senior Engineer.

Nice To Haves

Experience with Cloud infrastructure (AWS/GCP/Azure) as it relates to video processing.
Experience with ad integration workflows, specifically SSAI (Server-Side Ad Insertion) or SGAI (Server-Guided Ad Insertion).
Familiarity with Ad Servers (e.g., Google Ad Manager, SpringServe, FreeWheel) and protocols like VAST, VMAP, and SCTE-35 markers.
Previous experience in a "Technical Success" or "Solutions Architecture" role within the Media & Entertainment or SaaS space.
Familiarity with project management tools.

Responsibilities

Lead the technical implementation and project orchestration for new strategic customer onboarding.
Partner with Delivery Engineering to define project timelines, manage technical workstreams, and oversee the execution of the integration plan.
Collaborate with the CSM to ensure the customer’s long-term business goals are technically feasible, providing the technical roadmap and guardrails necessary to support the customer's strategic expansion plans.
Proactively monitor account performance (QoE, latency, error rates) using internal dashboards and AI-driven monitoring agents to identify issues before they impact the customer.
Serve as the definitive internal advocate for the customer’s engineering needs, synthesizing technical feedback and pain points into actionable requirements for our Product and Engineering teams to influence the long-term roadmap.
Proactively analyze upcoming product releases, feature updates, and infrastructure changes to determine their specific impact on each customer’s unique technical environment.
Notify customers of potential breaking changes and provide architectural guidance to ensure a seamless transition.
Work with our operations team to prepare for high-stakes live events or major product launches, ensuring monitoring and alarming are in place.
Leverage agentic AI tools to automate data collection and health-score monitoring, allowing you to focus on high-level strategic intervention and "Human-in-the-loop" decision-making.
Leverage Agentic AI to automate log analysis and health reporting, shifting your focus from reactive firefighting to proactive architectural improvements.