{"id":437770,"url":"https://alion.io/job/dolby-laboratories-staff-operational-support-engineer-2","title":"Staff Operational Support Engineer","company":{"id":171780,"name":"Dolby Laboratories","domain":"dolby.com","url":"https://alion.io/company/dolby-laboratories","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":87,"open_postings":69,"ghost_share":0.13,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":98,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":83000,"max_usd":189000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":42},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-05-19T00:27:27Z","employer_posted_date":"2026-05-28","last_verified_at":"2026-11-02T23:11:01Z","board_verified":true,"closed_at":null,"days_open":168,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":167},"description":"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.\nThe 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.\nDolby OptiView is building a dedicated Operational Support (L2) team responsible for the stability,\navailability, and operational excellence of our 24/7 live video streaming, ads, player, and real-time\ndelivery platforms.\nAs an Operational Support Engineer (L2), you take end-to-end ownership of customer-impacting\nproduction incidents once they are triaged by Level 1 support. You operate directly on production\nsystems, lead live incident resolution, and act as the operational bridge between Support, Engineering,\nDevOps, and customers, particularly during high-impact live events.\nThis is a hands-on, customer-facing role focused on incident ownership, production operations,\nautomation, and operational scalability, not just reactive troubleshooting.\nKey Responsibilities\nIncident & Operational Support\nTake ownership of escalated customer issues from Level 1 Support and drive them to resolution.\nTroubleshoot and resolve complex, high-impact production incidents affecting live streams,\nVOD playback, ad insertion, DRM, and real-time WebRTC services.\nOperate directly on production environments, including configuration changes, CDN\nadjustments, and corrective actions, following established operational procedures, including\nexecuting mitigations and emergency changes during live incidents when customer impact\nrequires immediate action.\nLead or actively contribute to live incident bridges involving customers, internal teams, and\npartners.\nProvide clear, timely communication during incidents, including status updates and customer-\nfacing explanations.\nInfrastructure as Code & Production Operations\nWork fluently with Infrastructure as Code (IaC) to understand, troubleshoot, and safely modify\nproduction environments\nLeverage tools and frameworks such as:\nTerraform\nHelm\nKubernetes manifests\nGitOps workflows\nCI/CD and deployment pipelines\nUse IaC as the primary mechanism for safe, auditable, and repeatable operational changes\nCollaborate with Engineering and DevOps to improve deployment reliability and operational\nsafety\nValidate and execute infrastructure or configuration changes through codified workflows\nAI-Driven Operations & Automation.\nLeverage AI tools and automation to enhance operational efficiency and incident response.\nContribute to and use:\nAI-assisted incident triage and classification\n Automated runbook execution\n AI-based pattern detection across incidents\nIntelligent alert correlation and noise reduction\nUse AI to:\nGenerate or improve incident communications\nAccelerate troubleshooting workflows\nIdentify recurring patterns and systemic issues\nDrive adoption of automation-first and AI-augmented operational practices\nPre-Event Planning & Operational Readiness\nParticipate in pre-event readiness planning for critical customer events\nValidate system readiness through:\nRunbook checks\nMonitoring coverage validation\nRisk identification and mitigation planning\nDefine and rehearse incident response strategies for high-risk scenarios\nCollaborate with customers and internal teams to ensure smooth event execution\nOn-Call & 24/7 Operations\nParticipate in a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a\nglobal support model\nEnsure smooth handovers between shifts and regions\nRespond to critical alerts within defined SLAs for stream health, player errors, and delivery\ninfrastructure.\nRoot Cause & Continuous Improvement\nPerform or contribute to root cause analysis (RCA) for production incidents\nDocument findings, corrective actions, and preventive measures\nIdentify recurring issues and work with Engineering and Product teams to eliminate them\npermanently\nContribute to and improve runbooks, operational playbooks, and knowledge bases for all\nOptiView products (Player, ads, live and real time streaming)\nCollaboration & Engineering Feedback Loop\nWork closely with Engineering teams to escalate defects, validate fixes, and support production\ndeployments\nProvide feedback on system observability, tooling gaps, and operational risks\nAct as the operational voice during post-incident reviews\nRequired Skills & Experience\nTechnical Skills\n5+ years of relevant experience in operational, support, or similar customer-facing roles\nProven ability to own complex problems end-to-end and operate with a high degree of\nautonomy\nStrong experience supporting production video streaming platforms, OTT services, live systems\nSolid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)\nFamiliarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures\nExperience working with monitoring, alerting, and logs to diagnose live incidents (Grafana,\nKibana/ELK, Prometheus, Loki)\nCorrelate backend streaming metrics, player telemetry, and CDN signals to diagnose live\ncustomer issues end-to-end.\nComfort performing controlled changes in production environments\nWorking knowledge of incident management and on-call operations\nOperational Mindset\nProven ability to remain calm, structured, and decisive during high-pressure incidents\nStrong sense of ownership and accountability for customer outcomes\nExcellent written and verbal communication skills, including customer-facing communication\nduring incidents\n#LI-GW!\nThe Atlanta Area base salary range for this full-time position is $136,500-$187,400, which can vary if outside this location, plus bonus, benefits, and some roles may also include equity. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, market demands, internal parity, and relevant education or training. Your recruiter can share more about the specific salary range and perks and benefits for your location during the hiring process.\nDolby will consider qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code, Article 49, and Administrative Code, Article 12\nEqual Employment Opportunity:\nDolby is proud to be an equal opportunity employer. Our success depends on the combined skills and talents of all our employees. We are committed to making employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, family status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state, and local laws and ordinances.","description_format":"text","description_chars":7528,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Electronics","Audio Production","Cinema"],"lifecycle":[{"event":"open","at":"2026-09-06T07:13:49Z"},{"event":"open","at":"2026-09-08T18:00:00Z"},{"event":"open","at":"2026-09-19T20:01:00Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 26 · green card filings: 8","filings_12m":26,"filings_prev_12m":35,"green_card_filings_12m":8,"median_offered_wage_usd":138088,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":30,"band":"fade","label":"Fading","p_open":1,"p_active":0.83,"p_room":0.36,"age_days":167,"expected_fill_days":98,"reasons":["conf:1","urgency","win:tail","crowd:"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/dolby-laboratories-staff-operational-support-engineer-2","json_url":"https://alion.io/job/dolby-laboratories-staff-operational-support-engineer-2.json","meta":{"generated_at":"2026-11-03T03:22:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4530,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":171780},"rest":"https://alion.io/mcp/rest/get_company?id=171780"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdolby-laboratories-staff-operational-support-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdolby-laboratories-staff-operational-support-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdolby-laboratories-staff-operational-support-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dolby-laboratories-staff-operational-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdolby-laboratories-staff-operational-support-engineer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":437770}},{"tool":"search_jobs","arguments":{"company":"dolby.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":437770},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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