Support Engineer, Cinema Support

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.

Overview

Dolby’s Group Entertainment and Support Services team supports an extensive array of hardware, systems, tools, and software applications our customers use in the theatrical exhibition entertainment industry. We provide engineering and technical support to dealers, integrators, and end customers.

The team regularly interacts with cross-functional groups within Dolby as the “voice of the customer” providing practical insight, resolving technical issues, and driving improvements to Dolby’s internal processes and products.

As a Support Engineer, you will be involved directly with Dolby’s cinema customers, helping them resolve problems and install our products. You will have the opportunity to complete assignments independently, work in generally defined practices and methods, apply knowledge and understanding of customer needs to solve technical problems, grow professionally in technical areas related to Dolby’s business, and provide training and guidance to others.

Responsibilities:

• Assist customers with performance problems that arise during the installation and operation of Dolby products,
• Provide support through multiple channels (Phone, Email, Chat, and Portal) to dealers, integrators, end customers, and field technical teams using Dolby products with a diplomatic, professional, and service-oriented approach until they’ve solved a technical issue,
• Ask customers targeted questions to understand the root of the problem quickly,
• Properly gather information and escalate unresolved issues to appropriate internal teams (e.g., product management, engineering, or another team),
• Provide prompt and accurate feedback and updates to customers,
• Refer to internal databases or external resources to provide accurate solutions,
• Ensure all issues are appropriately logged using internal case handling and communication systems in accordance with established procedures, specifications, and guidelines,
• Prioritize and manage several open issues at one time,
• Promote and maintain the quality and value associated with the Dolby brand by ensuring customer satisfaction in every transaction,
• Utilizing established systems and maintaining accurate records of customer communications and support activities,
• Deliver training to customers, field technical teams, and other internal staff on Dolby technologies and products,
• Provide technical sales assistance to our customers by helping them understand the features of Dolby Products, leading to successful sales of our products,
• Work with other team members on the creation, review, and maintenance of Dolby’s support knowledgebase, technical documentation, and test materials,
• Become a technical expert in specific areas related to Dolby’s products and cinema exhibition as a whole,
Contribute to the recruitment, training, and development of other team members.

Requirements:

• Minimum of 5 years of Tech Support work experience or 2 years, with BS degree,
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role,
• Must be customer service oriented and believe in collaboration, adaptability, transparency, and teamwork,
• Able to work independently to achieve goals established in a team environment,
• Excellent written and verbal English communication skills and ability to work with internal and external customers with a wide range of knowledge and skill levels,
• Ability to adapt one’s communication approach astutely, influencing local and international team members and customers,
• Strong problem-solving ability while under pressure to provide solutions,
• Ability to work with a flexible and changing schedule. As part of on-call rosters to ensure 24/7 support, some work outside business hours or during weekends or bank holidays will be required,
• Ability to travel as required, fulfilling position duties; some international travel required,
• Ability to report the status of projects completed and inflight and propose clearly and cohesively to management and the team utilizing specified communication tools,
Ability to work at a computer for multiple hours a day.

Desired:

• Experience and knowledge of SalesForce CRM,
• Experience working in and around motion picture theatres,
• Proficient in use of office systems and software suites including Microsoft Office and Confluence
• Bilingual or Trilingual,
• Experience in Postproduction or Cinema systems and workflow,
• Interest in music, audio/video production, recording engineering, game/film audio or acoustics.