Staff Technical Account Manager

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. Dolby Cloud Solutions group are leaders in video streaming, dedicated to providing exceptional solutions to enhance audio, video, and real-time communication experiences, empowering our clients to engage their audiences in meaningful ways. From the leading industry player to innovative advertising solutions, our mission is to create immersive, video experiences that invite everyone to engage and interact. As we grow, we are seeking a Staff Technical Account Manager to be the bridge between our technology and our customers, ensuring they maximize the value of our products. Job Overview: As a Staff Technical Account Manager, you are the technical architect and long-term partner of our most strategic video accounts. You own the technical relationship throughout the entire customer lifecycle, from leading the initial onboarding journey to ensuring the ongoing optimization of our video solutions within the customer’s specific environment. You act as the primary bridge between the customer’s engineering teams and our internal Core Engineering, System Integration, and Operations teams. In this role, you partner closely with a Strategic Customer Success Manager (CSM) to ensure holistic account health. While you own the technical integrity, operational stability, and long-term technical roadmap, the CSM owns the commercial outcomes, platform adoption, and overarching value realization. This partnership allows you to focus deeply on technical excellence and engineering-to-engineering collaboration without the burden of commercial or renewal negotiations. Key Responsibilities: * Strategic Technical Implementation: Lead the technical implementation and project orchestration for new strategic customer onboarding. Rather than executing every technical task, you partner with Delivery Managers and Delivery Engineers to define project timelines, manage technical workstreams, and oversee the execution of the integration plan. * Joint Success Planning: Collaborate with the CSM to ensure the customer’s long-term business goals are technically feasible, providing the technical roadmap and guardrails necessary to support the customer's strategic expansion plans. * Technical Health Ownership: Proactively monitor account performance (QoE, latency, error rates) using internal dashboards and AI-driven monitoring agents to identify issues before they impact the customer. * Voice of the Technical Customer: Serve as the definitive internal advocate for the customer’s engineering needs. You will synthesize technical feedback and pain points into actionable requirements for our Product and Core Engineering teams to influence the long-term roadmap. * Product Change & Risk Management: Proactively analyze upcoming product releases, feature updates, and infrastructure changes to determine their specific impact on each customer’s unique technical environment. You are responsible for notifying customers of potential breaking changes and providing architectural guidance to ensure a seamless transition. * Live Event/Launch Readiness: Work with our operations team to prepare for high-stakes live events or major product launches, ensuring monitoring and alarming are in place. * AI-Driven Insights: Leverage agentic AI tools to automate data collection and health-score monitoring, allowing you to focus on high-level strategic intervention and "Human-in-the-loop" decision-making. * AI-Augmented Optimization: Leverage Agentic AI to automate log analysis and health reporting, shifting your focus from reactive firefighting to proactive architectural improvements. Required Skills: * Digital Media & Infrastructure Expertise: 6+ years of experience in technical roles within the video streaming, AdTech, or SaaS industries. You possess a deep understanding of end-to-end media delivery workflows, including content encoding, transport protocols, and CDN distribution architectures. * Technical Project Management: Proven ability to lead complex technical implementations, manage stakeholder expectations, and hit aggressive go-live dates. * High-level Troubleshooting: Ability to utilize dashboards and internal logging tools to identify the "Where" and "Why" of a technical issue (e.g., Identifying that a latency spike is due to a CDN configuration rather than a player-side bug) before escalating to delivery or support. * AI Literacy & Logic: Experience using AI tools to summarize technical logs, generate scripts for testing, and automate routine technical documentation. * Consultative Communication: Ability to explain a "segment timeout" to a business stakeholder while diving into the code with a Senior Engineer. Preferred Qualifications: * Experience with Cloud infrastructure (AWS/GCP/Azure) as it relates to video processing. * Experience with ad integration workflows, specifically SSAI (Server-Side Ad Insertion) or SGAI (Server-Guided Ad Insertion). * Familiarity with Ad Servers (e.g., Google Ad Manager, SpringServe, FreeWheel) and protocols like VAST, VMAP, and SCTE-35 markers. * Previous experience in a "Technical Success" or "Solutions Architecture" role within the Media & Entertainment or SaaS space. * Familiarity with project management tool All official communication regarding employment opportunities at Dolby will come from an official dolby.com email address. We will never request payment as part of the hiring process. If you receive a suspicious message, please verify its authenticity before responding. *LI-SB1