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About the Role

As a Staff Technical Account Manager, you will be the technical architect and long-term partner for our most strategic video accounts. You will own the technical relationship throughout the entire customer lifecycle, ensuring they maximize the value of our products by acting as the primary bridge between customer engineering teams and our internal Core Engineering, System Integration, and Operations teams.

Responsibilities

Lead the technical implementation and project orchestration for new strategic customer onboarding.
Partner with Delivery Managers and Delivery Engineers to define project timelines, manage technical workstreams, and oversee the execution of the integration plan.
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.
Proactively monitor account performance (QoE, latency, error rates) using internal dashboards and AI-driven monitoring agents to identify issues before they impact the customer.
Serve as the definitive internal advocate for the customer’s engineering needs, synthesizing technical feedback into actionable requirements for Product and Core Engineering teams.
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.
Work with our operations team to prepare for high-stakes live events or major product launches, ensuring monitoring and alarming are in place.
Leverage agentic AI tools to automate data collection and health-score monitoring.
Leverage Agentic AI to automate log analysis and health reporting.

Requirements

6+ 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.
Proven ability to lead complex technical implementations, manage stakeholder expectations, and hit aggressive go-live dates.
Ability to utilize dashboards and internal logging tools to identify the "Where" and "Why" of a technical issue before escalating to delivery or support.
Experience using AI tools to summarize technical logs, generate scripts for testing, and automate routine technical documentation.
Ability to explain technical concepts to both business stakeholders and senior engineers.
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.

Skills

Video streaming
AdTech
SaaS
End-to-end media delivery workflows
Content encoding
Transport protocols
CDN distribution architectures
Technical project management
Stakeholder management
Troubleshooting
AI tools
Technical documentation
Consultative communication
Cloud infrastructure (AWS/GCP/Azure)
Video processing
Ad integration workflows
SSAI
SGAI
Ad Servers
VAST
VMAP
SCTE-35 markers
Project management tools

Location

Remote

Work Type

Flex Work

Experience Level

Staff
6+ years

Benefits

Excellent compensation and benefits

About the Company

Leader in entertainment innovation.
Dolby Cloud Solutions group are leaders in video streaming, dedicated to providing exceptional solutions to enhance audio, video, and real-time communication experiences.
Our mission is to create immersive, video experiences that invite everyone to engage and interact.

Equal Opportunity

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.