Customer Systems Administrator

2 hours, 41 minutes ago
Full-time
Mid Level
Customer and Technical Support
Dropbox

Dropbox

Dropbox is a technology company that builds simple, powerful products for individuals and businesses. With over 700 million registered users worldwide, Dropbox offers file sync, sharing, online backup, cloud storage, collaboration tools, and more to st...

Internet Software & Services
1K-5K
Founded 2007

Description

  • Manage and evolve the team’s portfolio of support and post-sales platforms to support Customer Experience and Customer Success needs.
  • Serve as a primary on-call responder, owning incident resolution and stakeholder communication during platform disruptions.
  • Drive adoption and integration of AI-powered tools and automations across customer platforms.
  • Partner with Engineering and Customer Experience and Success teams to translate business needs into platform solutions.
  • Identify and execute platform improvements that reduce operational friction, increase reliability, and scale with the business.
  • Build and maintain automation tooling and scripting infrastructure.
  • Establish and maintain documentation standards, including SOPs, runbooks, and system guides.
  • Oversee platform configuration, maintenance, security, and access control for customer-facing systems.

Requirements

  • 4+ years of experience administering enterprise support or customer platforms in a production environment.
  • Proficiency with AI tools and scripting languages such as Python, Bash, or JavaScript, with comfort using them in daily workflows.
  • Demonstrated experience managing multi-platform environments.
  • Experience governing platform access, including provisioning, role-based access control, and security policy enforcement.
  • Track record of shipping platform changes through structured processes, including scoping, testing, communication, and deployment without disruption.
  • Operational maturity with experience owning incident response, triaging escalations, and staying composed under pressure.
  • Ability to produce and maintain clear, structured documentation such as SOPs, runbooks, and system guides for technical and non-technical audiences.
  • Experience administering support platforms such as Zendesk, Amazon Connect, or similar contact center and ticketing systems (preferred).
  • Experience deploying AI tooling or automation frameworks to improve team workflows and operational efficiency (preferred).
  • Working knowledge of AWS services, cloud infrastructure fundamentals, and modern data platforms such as Databricks (preferred).
  • Experience with sales platforms supporting Sales and Customer Success operations, such as Highspot, Planhat, or Outreach (preferred).
  • Platform admin certifications such as Zendesk Admin or Salesforce Certified Admin (preferred).

Benefits

  • Competitive salary of $136,900–$185,300 USD in US Zone 2.
  • Competitive salary of $121,700–$164,700 USD in US Zone 3.
  • Direct ownership of production systems used by the business every day.
  • Exposure to Engineering and Customer Experience and Success teams.
  • Access to industry-leading AI tooling.
  • Opportunity to shape how customer tooling scales at Dropbox.

Interested in this position?

Apply directly on the company website

Apply Now

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