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(Senior) Cloud API Support Engineer

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Date: Mar 31, 2021

Location: London, GB

Company: Dolby Laboratories, Inc.

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 inspire/make a difference in how people create, deliver, and enjoy entertainment worldwide. 


To do that, we need the absolute best talent. Are you the one?


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. Would you like to work on the latest entertainment technologies to deliver spectacular experiences with us? 


Job Summary

This position will have responsibility for providing Tier 2 support to customers of the Dolby Communications Business Group API services.

This is a senior technical role that requires a combination of strong interpersonal and communication skills and strong technical skills in domains including Web (RESTful) APIs, Javascript, Node.js, NPM, and experience with iOS (Objective C or Swift) and Android (Java, Kotlin, NDK) development.

You will proactively accept escalated customer cases, work with the customer to collect relevant test data, determine the reproducibility of problems, analyze complex technical issues and work with other stakeholders such as Tier 3 engineers, Sales staff, Product Managers, and others to provide a resolution of the issue for the customer.

Additionally, you will be responsible for identifying novel and interesting issues, questions, and topics of interest to customers and will create concise articles that will be published in knowledge management systems including internal and external facing knowledge-bases and document repositories.


Essential Job Functions

● Use ticket management systems to accept, document, and report on customer-reported issues;

● Interpret reported customer issues, clarifying with the customer as necessary to understand the issue the customer is experiencing;

● Apply technical knowledge of the products, service, and relevant technologies underpinning the customer issue to analyze the issue;

● Develop test cases and code to reproduce complex issues;

● Maintain timely, concise, and effective communication with the customer;

● Work with Engineering, Product Management, and Sales teams to ensure that identified issues are escalated, when necessary, to the appropriate team for resolution;

● Own and manage the Customer case for its whole lifecycle;

● Identify trends and patterns in customer-reported cases and highlight these to ensure they are appropriately prioritized;

● Identify good candidates for documentation as knowledge-base articles, FAQ, Whitepapers, etc. and develop drafts of these documents;



● A bachelor degree in Engineering, Computer Science, Information Technology, Software Engineering or related field, or demonstrable equivalent experience;

● Five years of professional experience in a related technology domain;

● Professional experience in Javascript software development, preferably with experience in tools and frameworks such as Node.js, NPM, ReactJS, ReactNative, etc.;

● Professional experience with Web-based and RESTful APIs;

● Professional experience in mobile application development, preferably with experience in both iOS and Android. Demonstrable experience in one or more common mobile development languages such as Objective C, Swift, Java, Kotlin, and C/C++;

● Professional experience with VoIP, IP Conferencing, and related technologies;

● Demonstrable knowledge of Web technologies including HTML, CSS, etc.;

● Demonstrable knowledge of TCP/IP networking principles and protocols;

● Excellent written communication skills both in short-form and prose styles;

● Strong interpersonal communication skills with an enthusiastic attitude to work with customers;

● Demonstrable experience in working with high autonomy, personal motivation, and good organizational skills;



Dolby Hiring Entity:
4-6 Soho Square