Role Description
As part of our Customer Experience (CX) organization, the CX Technology team specializes in addressing advanced technical challenges encountered by customers. Our primary objective is to deliver a positive customer experience by promptly resolving complex technical issues.
We're in search of a customer-centric Software Engineer to join our team and spearhead our efforts in revolutionizing how we provide support to our customers. You will play a vital role in tackling escalated issues, devising solutions, collaborating closely with engineering teams, and lead our team's evolution by fostering seamless knowledge transfer between engineering and support. You will lead efforts in ensuring our support engineers have the necessary tools and insights to efficiently resolve issues, thereby enhancing overall customer satisfaction.
Responsibilities
- Bug Fixing and Issue Resolution: Investigate reported issues, troubleshoot problems, and implement solutions to resolve software bugs or system errors encountered by users or identified through internal testing.
- Patch and Update Development: Develop and deploy patches, updates, and hot fixes to address vulnerabilities, improve performance, or enhance functionality while minimizing disruption to system operation.
- Performance Monitoring and Optimization: Monitor system performance metrics, identify performance bottlenecks or inefficiencies, and implement optimizations to enhance overall system performance and responsiveness.
- Security Maintenance: Stay abreast of emerging security threats and vulnerabilities, conduct security assessments, and implement measures to mitigate risks, including applying security patches, configuring firewalls, and implementing access controls.
- Compatibility Assurance: Ensure the ongoing compatibility of the system with relevant platforms, operating systems, libraries, and dependencies through testing, updates, and adaptations as needed.
- Regulatory Compliance: Monitor changes in regulatory requirements or industry standards relevant to the system, assess compliance, and implement necessary updates or modifications to ensure adherence to legal and regulatory obligations.
- Documentation and Knowledge Management: Maintain comprehensive documentation, including user manuals, technical specifications, and knowledge bases, to facilitate effective troubleshooting, maintenance, and knowledge transfer within the team.
- End-of-Life Planning and Transition: Develop strategies and plans for the eventual retirement or replacement of the system, including data migration, user transition, and archiving of relevant documentation and code.
- Collaboration and Communication: Collaborate effectively with cross-functional teams, including development, quality assurance, and product management, to prioritize and address maintenance tasks, communicate progress, and coordinate release schedules.
- Continuous Improvement: Identify opportunities for process improvements, automation, or tooling enhancements to streamline sustained engineering activities, increase efficiency, and improve the overall quality and reliability of the system.
- Customer Support and Stakeholder Engagement: Provide technical support to users, customers, and stakeholders, addressing inquiries, troubleshooting issues, and ensuring a positive user experience with the system.
- Emergency Response and Incident Management: Respond promptly to critical incidents or emergencies affecting system operation, coordinate response efforts, and implement remediation actions to minimize impact and restore service availability.
Requirements
- BS degree in Computer Science or related technical field involving coding (e.g., physics or mathematics), or equivalent technical experience
- 3+ years of software engineering and/or work related industry experience
- Proficiency in software development with strong debugging and troubleshooting across multiple complex platforms and technologies
- Ability to manage projects effectively and demonstrate agility in delivering project milestones
- Proficiency in creating technical documentation, mentoring, and delivering training sessions
- Exhibit a profound passion for enhancing customer experiences through technology
- Strong knowledge of programming languages, debugging tools, version control systems, and testing methodologies
- Thrive in a fast-paced environment where priorities may shift rapidly. Able to adapt to changing circumstances, and manage multiple priorities while maintaining a high level of attention to detail
- Stay abreast of industry trends, emerging technologies, and best practices related to sustaining engineering and customer support. Demonstrate a commitment to continuous learning and skill development to remain effective in the role.
- Prior experience in a sustaining engineering role, dealing with post-release software support and maintenance
- Experience working closely with customer support teams to resolve issues reported by customers
Total Rewards
US Zone 1
$159,000—$215,000 USD
US Zone 2
$143,100—$193,500 USD
US Zone 3
$127,200—$172,000 USD
What the Team is Saying
What We Do
Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today. Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots. The nearly 2,500 Dropboxers around the world have helped make Dropbox a living workspace - the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history. Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey.
Why Work With Us
Our remote work model is a deliberate shift to provide greater flexibility, create a level-playing field, and evolve our culture to focus on people over places. Being a Virtual First company has allowed us to focus on our impact and effectiveness, by making investments in our employees according to what they need to do their best work.
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Dropbox Teams
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Dropbox Offices
Remote Workspace
Employees work remotely.
While remote work is the primary experience for our employees, we also prioritize opportunities for quarterly in-person collaboration knowing that connection is vital to a thriving workforce. We focus on how we work, not where we work.
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