Staff Technical Account Manager

About the role

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. We are looking for a Senior Technical Account Manager to lead the technical relationship with our most strategic video accounts.

Responsibilities

• Strategic Technical Implementation: Lead the technical implementation and project orchestration for new strategic customer onboarding.
• Joint Success Planning: Collaborate with the Customer Success Manager 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.
• Tech 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. Synthesize technical feedback and pain points into actionable requirements for our Product and 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. Notify customers of potential breaking changes and provide 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.

Requirements

• Digital Media & Infrastructure Expertise: 3–5+ years of experience in technical roles within the video streaming, AdTech, or SaaS industries. Deep understanding of end-to-end media delivery workflows, including content encoding, transport protocols, and CDN distribution architectures.
• Technical Project Management: Proven ability to manage 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.

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 tools.

Benefits

The Burbank area base salary range for this full-time position is $137,600 - $189,200 which can vary if outside this location, plus bonus, benefits, and some roles may also include equity.

Pay

The Burbank area base salary range for this full-time position is $137,600 - $189,200 which can vary if outside this location, plus bonus, benefits, and some roles may also include equity.

Schedule

Full-time position.