Senior Staff Operational Support Engineer

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.

At Dolby OptiView, we power mission-critical live and on-demand video experiences at global scale. As a Senior Staff Operational Support Engineer, you will play a key leadership role in ensuring the reliability, stability, and scalability of our 24/7 streaming platforms.

This is a high-impact, hands-on role where you will lead complex incident response, act as the senior escalation point, and drive improvements across automation, operational maturity, and platform resilience. You will partner closely with Engineering, DevOps, Product, and Support teams to continuously raise the reliability bar.

What you'll do

Lead critical incident response

• Act as the senior escalation point for complex, high-severity production incidents
• Lead cross-team resolution across streaming, player, ads, DRM, CDN, and real-time systems
• Command major incident responses during high-profile live events
• Provide clear, high-quality communication to internal and external stakeholders

• Operate confidently in production environments with end-to-end system ownership
• Design and review complex infrastructure changes using Infrastructure as Code
• Partner with Engineering and DevOps to improve deployment safety and system resilience
• Influence platform design with a focus on reliability and operability

• Drive adoption of AI-augmented tools for incident detection, triage, and response
• Improve alerting, reduce noise, and automate operational workflows
• Identify opportunities to eliminate manual effort through automation

• Lead operational planning for high-risk, high-visibility customer events
• Validate architecture, monitoring, and incident response readiness
• Act as a trusted advisor to internal teams and strategic customers

• Contribute to root cause analysis and drive corrective actions
• Identify systemic issues and partner with Engineering to resolve them
• Enhance runbooks, playbooks, and operational practices

• Work closely with Engineering on defect escalation and production readiness
• Provide feedback on observability, tooling, and operational risks
• Represent operations in post-incident reviews

• Participate in a 24/7 on-call rotation
• Support global handovers and ensure continuity of service

• 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