Technical Support Engineer - Location Flexible - Veterans Encouraged to Apply at Dropbox

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Role Description
Do you have a track record of helping others achieve success with technology? Do you love the sense of accomplishment you receive when a client has an “Aha” moment? Better yet, do you have a sense of pride when you identify and triage complex technical challenges? Then Dropbox is looking for you!
We are looking for a Technical Support Engineer to help our customers get the most out of our products and services. As a Technical Support Engineer, you will help resolve technical issues for our customers using one or more of our products, often in conjunction with other software products including: Salesforce, Oracle cloud applications, HubSpot, Zapier, Google apps, and more.
This is a customer-facing role and you should demonstrate both interpersonal and communication skills in addition to technical problem-solving skills. You should also be adept at communicating and working with an audience with varying technical abilities.
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.
Responsibilities
  • Assist customers in using, configuring and integrating our products via phone, chat, email, and screen share
  • Work with and support domain-specific languages and applications
  • Troubleshoot bugs and work with Product and Engineering teams to effectively prioritize and manage resolution
  • Document and share customer feedback and feature requests with Product and Engineering teams to aid in development priorities
  • Partner with Sales to resolve customer concerns
  • Document processes and procedures; craft help center resources and standard operating procedures where needed
  • Increase customer happiness and retention by meeting and exceeding customer support service levels
  • Assist our customers in navigating and implementing our products
  • Embody our core values and uphold our unique company culture. We value diversity and inclusion, and encourage everyone to be their authentic selves at work
Requirements
  • You have 2+ years of experience working in Technical Support.
  • You possess strong analytical and critical problem-solving skills.
  • You can quickly identify root causes through effective questioning strategies.
  • You are a team player who enjoys collaborating to determine solutions.
  • You enjoy giving and receiving feedback.
  • You can adapt to change and grow with the business.
  • Knowledge of JavaScript and/or JSON is a real plus, but not required
  • Salesforce administrator experience is ideal but not required. You know your way around Salesforce and have dabbled with administrative features.
  • You have good judgment and can maintain confidentiality of sensitive customer data.
  • 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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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • KotlinLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • HadoopFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • HBaseDatabases
    • MemcachedDatabases
    • RedisDatabases

Location

*Dropbox Studios are collaborative spaces designed for teamwork and community-building. Employees will not be able to use them for solo work.

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
Friends outside of work
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

We began a new 'Perks Allowance' in 2021 when we went Virtual First. Dropboxers are provided a generous individual allowance to spend on what perks really matter to them while at home- whether that's wellness, caregiver support, productivity, ergonomics, learning, food services, afterschool programs for kids, or something else! Read more here: https://bit.ly/3uM0gG3

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