> Markdown version of [/jobs/ext/2709613-operational-support-engineer](https://www.wearedevelopers.com/jobs/ext/2709613-operational-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Operational Support Engineer - **Company:** CLOUD SOLUTIONS LLC - **Location:** Atlanta, GA, United States - **Experience:** Expert - **Salary:** $152,200.0 - $209,200.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Content Delivery Networks, Cloud Computing, Continuous Integration, Noise Reduction, DevOps, Distributed Systems, Prometheus, Runbook, Software Deployment, Data Streaming, WebRTC, Delivery Pipeline, Grafana, Mttr, Backend, Kubernetes, Video Streaming, Kibana, Terraform, Microservices - **Published:** September 4, 2026 - **Apply:** https://www.themuse.com/jobs/dolby/sr-staff-operational-support-engineer ## About the Role Technical Skills * 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 Leadership & Operational Mindset * 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 ## Description Incident Leadership & Escalations * 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 Advanced Production Operations & IaC * 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 Partner with Engineering and DevOps to: * Improve deployment safety and rollback strategies * Define operational guardrails and blast-radius controls * Influence platform architecture with operability and resilience in mind AI-Driven Operations, Automation & Tooling * 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 Operational Readiness & Live Event Excellence * 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 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 ## 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