Dropbox
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Seattle, WA
Remote

Technical Lead, Customer Experience Technology - Location Flexible - Veterans Encouraged to Apply

Sorry, this job was removed at 11:01 a.m. (PST) on Wednesday, July 14, 2021
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Role Description

As part of our Customer Experience (CX) organization, the CX Technology team is responsible for maximizing business results through the innovative use of technology. You will be responsible for translating our service strategy into effective capabilities for both our customers and our agents handling customer inquiries and then advancing the technical capabilities to support those needs.

We are seeking a Technical Lead with experience building large-scale Artificial Intelligence (AI) and Machine Learning (ML) capabilities who will make it easier for our Customer Experience team to understand and solve users’ problems, shape how users interact with Dropbox through our support website, integrate support ticketing with other internal systems, be a champion of secure and scalable internal development practices, and build tools that help users diagnose and solve issues on their own.

Responsibilities

  • Designing and building highly scalable AI and ML solutions
  • Implementing internal services and integrations using Python, connecting to services like Zendesk and Salesforce.
  • You will build internal and external-facing web applications using Python and Javascript, as well as a variety of open-source technologies like React, Redux, Typescript, Flask, HQL/Hive, and Elasticsearch. You’ll also work with proprietary technologies like Edgestore (link) and CAPE (link).
  • Building user interfaces for agent support tools, front-end for our self-support platform, and agent-facing tools in Zendesk.
  • Partnering with other engineering teams to integrate our support systems into all our products
  • You will maintain and improve business-critical legacy systems and integrations.
  • Researching technical solutions to business problems.
  • Writing user documentation and operational playbooks to scale yourself, ensuring the systems you build are maintainable long-term.
  • Mentor all direct reports, finding growth opportunities for them that align with the team’s strategic initiatives.

Requirements

  • Strong software engineering background. Software engineering practitioner.
  • BA/BS degree or equivalent practical experience, with two or more years working on production code
  • Deep experience with Python and/or Javascript
  • Experience building internal tools, integrating with third-party systems, or building B2B SaaS products for customer service or similar business needs
  • Experience in collaborative environments and working with remote business partners
  • You will have direct engineering experience in the following areas:
    • Machine Learning, Artificial Intelligence
    • Building and deploying Chatbots at scale
    • Integrating and deploying open-source tools and libraries to solve problems
  • Military veterans strongly encouraged to apply!  Leadership, integrity, teamwork, and global perspective are just a few of the skills learned through Military service. At Dropbox, we value the experiences of current and previous members of the U.S. Armed Forces. This role is open to any qualified candidate, however we have identified that the qualifications for this role match many of those who have served in the U.S. military. If you are a veteran please be sure to mark your veteran status at the bottom of the application. You can read more about our commitment to hiring veterans at dropbox.com/jobs/Veterans.
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What are Dropbox Perks + Benefits

Dropbox Benefits Overview

We’re proud to offer benefits that help all Dropboxers take care of their holistic selves, so they can keep flowing at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

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