Dolby Careers Staff Operational Support Engineer

Role Summary

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 realtime delivery platforms.

As an Operational Support Engineer (L2) you take endtoend ownership of customerimpacting 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 highimpact live events.

This is a handson customerfacing role focused on incident ownership production operations automation and operational scalability not just reactive troubleshooting.

Key Responsibilities

Incident & OperationalSupport

• Take ownership of escalated customer issues from Level 1 Support anddrive them to resolution
• Troubleshoot and resolve complex high-impactproduction incidents affectinglive 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 including executing mitigations and emergency changes during live incidents when customer impact requires immediate action
• Lead or activelycontribute to live incident bridges involving customers internal teams and partners
• Provideclear timely communication during incidents including status updates and customer-facing explanations

Infrastructure as Code & Production Operations

• 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
• Use 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

AI-Driven Operations & Automation

• Leverage AI tools and automation to enhance operational efficiency and incident response
• Contribute to and use:
• AI-assisted incident triage and classification
• Automated runbook execution
• AI-based pattern detection across incidents
• Intelligent alert correlation and noise reduction
• Use AI to:
• Generate or improve incident communications
• Accelerate troubleshooting workflows
• Identify recurring patterns and systemic issues
• Drive adoption of automation-first and AI-augmented operational practices

Pre-Event Planning & Operational Readiness

• Participate in pre-event readiness planning for critical customer events
• Validate system readiness through:
• Runbook checks
• Monitoring coverage validation
• Risk identification and mitigation planning
• Define and rehearse incident response strategies for high-risk scenarios
• Collaborate with customers and internal teams to ensure smooth event execution

On-Call & 24/7 Operations

• 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 forstream health player errors and delivery infrastructure

Root Cause & ContinuousImprovement

• 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 knowledgebases forall OptiView products (Player ads live and real time streaming)

Collaboration & Engineering Feedback Loop

• 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

Required Skills & Experience

Technical Skills

• 5 years of relevant experience in operational support or similar customerfacing roles

• Proven ability to own complex problems endtoend and operate with a high degree of autonomy

• Strong experience supporting productionvideo streaming platforms OTT services live systems
• Solid troubleshooting skills across distributed systems (APIs microservices cloud infrastructure)
• Familiarity withHLS 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

Operational Mindset

• 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