Support Engineer

As part of the Dropbox CX Engineering 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 Global 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 key performance metrics defined within CX Engineering and 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

Total Rewards

At Dropbox, we strive to be a great place for all Dropboxers to grow and be recognized for that growth. This job posting reflects broad requirements, and represents two potential levels of role. Through our assessment process, we will identify your level that ties to compensation based on your experience and technical expertise along with the scope of the role.

For candidates hired in Colorado, the expected salary/On-Target Earnings (OTE) range for the role is $91,600 - $107,800 - $124,000 if you are assessed at the IC3 level. If you are instead assessed at the IC4 level, the expected salary/On-Target Earnings (OTE) range for the role is $105,400 - $124,000 - $142,600.

This salary/OTE range represents the low, middle, and high end of the salary or OTE (Sales roles) range for this position, and is subject to change. To determine a Dropboxer’s starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. This position may be considered a promotional opportunity. 

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to: 

• Competitive medical, dental and vision coverage
• (US Only) Competitive 401(k) Plan with a generous company match and immediate vesting
• Flexible Time Off/Paid Time Off, paid holidays, 11 Company-wide PTO days, Volunteer time off and more
• Protection Plans including; Life Insurance, Disability Insurance and Travel benefit plans
• Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
• Parental benefits including; Parental Leave, Child and Adult Care, Day Care FSA (US Only), Fertility Benefits (US Only), Adoption and Surrogacy support and Lactation Support 
• Mental Health and Wellness benefits 
• Free Dropbox space for your friends and family

Additional benefits details are available upon request.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).