Aws Operational Support Engineer Jobs (NOW HIRING)

Job Summary:
Dolby Laboratories is a leader in entertainment innovation that designs the future of content experiences. The Senior Staff Operational Support Engineer will provide technical and operational leadership for high-impact production scenarios, lead incident responses for Tier-1 customers, and drive improvements in reliability and operational readiness.
Responsibilities:
• Serve as the final operational escalation point for severe, complex, or prolonged customer-impacting incidents
• Lead resolution of multi-system, multi-team incidents spanning streaming pipelines, player platforms, ad insertion, DRM, CDN, and real-time services
• Own incident command during major live events, including decision-making under pressure and risk-based trade-offs
• Drive high-quality, executive- and customer-facing incident communications during critical situations
• Coach and support L2 engineers during live incidents, providing guidance and oversight without taking ownership away unnecessarily
• Operate confidently and independently on production environments with broad system-level awareness
• Design, review, and approve complex production changes using Infrastructure as Code as the default mechanism
• Deep expertise across:
• Terraform
• Helm & Kubernetes manifests
• GitOps workflows
• CI/CD and deployment pipelines
• Improve deployment safety and rollback strategies
• Define operational guardrails and blast-radius controls
• Influence platform architecture with operability and resilience in mind
• Lead adoption of AI-augmented operations across the support organization
• Define and evolve:
• AI-assisted incident triage and prioritization
• Automated and semi-automated runbooks
• Intelligent alert correlation and noise reduction
• Use AI and automation to:
• Reduce mean time to detect (MTTD) and resolve (MTTR)
• Identify systemic patterns across incidents and customers
• Improve the quality and consistency of incident communications
• Champion an automation-first mindset, identifying opportunities where manual operational work should be eliminated entirely
• Own operational readiness for high-risk, high-visibility customer events
• Lead pre-event planning and validation, including:
• Architecture and risk reviews
• Runbook and escalation path validation
• Monitoring, alerting, and SLO coverage assessment
• Design and rehearse incident response strategies for worst-case scenarios
• Act as a trusted operational advisor to strategic customers before, during, and after major events
• 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 for stream health, player errors, and delivery infrastructure
• 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 knowledge bases for all OptiView products (Player, ads, live and real time streaming)
• 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
Qualifications:
Required:
• 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
Company:
Dolby creates surround sound, imaging, and voice technologies for cinemas, home theaters, PCs, mobile devices, games, and more. Founded in 1965, the company is headquartered in San Francisco, USA, with a team of 1001-5000 employees. The company is currently Late Stage.