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Support Engineer (Location Flexible)

Sorry, this job was removed at 11:01 a.m. (PST) on Tuesday, January 18, 2022

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Role Description

As part of the Dropbox Customer Experience team, you’ll be a knowledge expert on all issues related to Dropbox products. This role will consist of system operations, deep knowledge of debugging, advanced troubleshooting, developing policies, and best practices to resolve the most difficult problems. You will take escalations from all tiers of support and will work directly with our customers to troubleshoot and help to resolve issues.

You will be responsible for training and mentoring support teams, working closely with Launch Operations and Engineering teams, and maintaining our knowledge base with the latest information regarding our most complex support issues.

Responsibilities

Solve the most complex tickets, escalated from our Support teams
Perform advanced troubleshooting for Dropbox products and embedded partner applications
Work closely with our largest customers to solve the most challenging support issues
Reproduce customer issues, perform initial codebase triage and file software defects with Engineering
Manage to key performance metrics defined within Global Support
Respond to high priority customer issues from our Escalation Managers
Create and maintain internal knowledge libraries and contribute to the creation of user-facing content

Requirements

You have at least 4 years of experience working in Technical Support or a similar fast-paced and highly technical environment
You are deeply passionate about customer experience and making life simpler with technology
You have experience in a customer facing, technical roles
You have strong analytical, debugging, and problem-solving skills
You have strong communication skills and can work with both technical and non-technical audiences
You have working knowledge of at least one programming language
You have general knowledge of web technologies and related tools
You have strong, in-depth knowledge and experience troubleshooting desktop operating systems - Microsoft Windows, macOS
You are able to analyze server and client application logs and identify the root cause of errors
You are comfortable doing independent research and working in ambiguity
You are able to balance customer expectations while understanding policies and compliance boundaries
You are able to work under pressure and remain focused, confident and professional
You are able to collaborate effectively with peers and across teams around the world

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Marley Spector

Director of Product, Dropbox Dash

Passion Behind the Product

Cultivating Cross-Functional Collaboration

When asked about how the team successfully got the Dash product across the finish line, Marley Spector credits the team's cross-functional collaboration as the key to their success. "I collaborated with everyone from product, design, engineering, data science, research, support, marketing, legal, finance, sales and more. We would not have been able to build Dash for our users without tight collaboration. From the beginning, we ensured that the whole team really had an ownership mindset — no decision should take longer than five days to make," she said. "This wasn’t just our team; it was a full organization effort."

What I love about our cross-functional collaboration is being candid but not combative, critical but not cynical.

Sheila Wakida

Senior Director of Software Engineering

PASSION BEHIND THE PRODUCT

Creating Impact From Opportunity

When Sheila Wakida first joined Dropbox in 2018, she knew joining the company would offer a supportive culture and a new set of opportunities for her career. Wakida also knew that her personal growth journey relied on her own ability to find passion, excitement and pride in her work. “I attribute my career growth to the unique ways in which Dropbox recognizes impact and hard work, and I’ve learned to focus on creating the most impact out of the opportunities in front of me,” she said. “Dropbox recognizes those who are brave enough to transform challenges into opportunities.”

I strive towards doing the best possible work at the highest level of quality that I can deliver, no matter how big or small the task.

Damian Łukasik

Engineering Manager

CONTINUOUS LEARNING

Supporting Solutions

As the engineering manager for Dropbox’s international growth team, Damian Łukasik spends his days helping a team of engineers build solutions to serve the company’s customers outside of the United States and helping to grow the Poland engineering hub. While his role encompasses an array of responsibilities, Łukasik’s mission is clear across functions: to build a strong foundation for Dropbox’s international team to scale. And he knows exactly what will make that possible: a collaborative internal culture and a customer-centric approach to make the right choices as the team moves forward.

I give my team space to own products and solutions and then support them in making those solutions successful.

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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