IT & Software

Support Engineer, Cinema Support

Dolby

London · Greater London · United Kingdom

Overview

As a Technical Support Engineer at Dolby, you help cinema customers install and operate Dolby products and resolve technical issues across multiple channels. You’ll collaborate with cross-functional teams to resolve problems, contribute to knowledge bases, and train customers and internal staff. The role emphasizes service quality, timely communication, and scalable support to maintain Dolby’s brand and customer satisfaction. You will work with on-call rotations and potentially travel to meet customer needs, shaping how theaters experience Dolby technology.

Pay / Benefits
  • flexible work arrangements
  • competitive compensation and benefits
  • challenging projects
  • collaborative culture
Responsibilities
  • Assist customers with performance problems during installation and operation of Dolby products
  • Provide multi-channel support (Phone, Email, Chat, Portal) with a service-oriented approach
  • Ask targeted questions to identify root causes and escalate unresolved issues to product management or engineering
  • Provide prompt, accurate feedback and updates to customers
  • Reference internal databases and external resources to deliver solutions
  • Log all issues according to procedures and manage multiple open cases
  • Promote Dolby quality and customer satisfaction in every interaction
  • Deliver training on Dolby technologies to customers and internal staff
  • Provide technical sales assistance to explain features and support sales outcomes
  • Collaborate on creating and maintaining Dolby’s support knowledgebase and documentation
Key requirements
  • Minimum of 5 years of Tech Support experience or 2 years with BS degree
  • Proven experience as Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
  • Strong customer service orientation and teamwork
  • Ability to work independently within a team and meet goals
  • Excellent written and verbal English communication skills
  • Strong problem-solving ability under pressure
  • Flexibility to work on-call, some after-hours, weekends, or holidays
  • Willingness to travel as required (some international travel)
  • customer-service oriented
  • collaboration
  • adaptability
  • Salesforce CRM
  • Confluence
  • Microsoft Office

Reference: WJ-747_30148537

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