Company Description
Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to design a more enlightened way of working. From our headquarters in San Francisco to eight dedicated Studios and a worldwide team of employees who choose where they work best, our Virtual First approach is leading the way into the future of work.
Team Description
At Dropbox, we aim to put the customer at the center of everything we do. With over 500 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers' journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.
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Role Description
As a Support Systems Administrator, you'll be responsible for day-to-day management of our third-party support platforms, collaborating with support, engineering, and analytics teams. These systems include Zendesk, SnapEngage, AWS, among others. You are a hands-on problem-solver whose role is to support internal teammates in the Customer Experience organization and continuously improve a first class support workflow.
Responsibilities
- Manage third-party tools and platforms like Zendesk, SnapEngage, AWS, as well as our custom-built tools and scripts for maintaining these systems
- Own maintenance, upgrades, incident response, user and data management and customization of these platforms as part of the CX Technology team
- Work with cross functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions
- See opportunities and problems in our current workflows and devise and implement creative solutions
- You will write documentation and operational playbooks
- Maintain community and monitoring platforms, including Khoros Care and Catchpoint
- BA/BS degree or equivalent practical experience
- 1+ years experience in technical support or IT administration
- Technical acumen and experience configuring software to proactively solve business problems for your team
- Experience administering Zendesk, Salesforce Service Cloud, or a similar large CRM or support ticketing system is a plus
- Experience using scripting (Bash, Applescript, Python etc) to automate workflows is a plus
- You have good communication skills that enable you to interact effectively with both users and cross-functional teams
- You are passionate about technology and you know and love Dropbox software
Benefits and Perks
- Generous company paid individual medical, dental, & vision insurance coverage
- 401k + company match
- Market competitive total compensation package
- Free Dropbox space for your friends and family
- Wellness Reimbursement
- Generous vacation policy
- 11 company paid holidays
- Volunteer time off
- Company sponsored tech talks (technology and other relevant professional topics)