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.

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 Opti View 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, Dev Ops, 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.

• 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, Git Ops workflows, CI/CD and deployment pipelines, using IaC as the primary mechanism for safe, auditable, and repeatable operational changes.
• Collaborate with Engineering and Dev Ops 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…