Job Description
Role Description
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
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Date Posted
08/19/2023
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