Support Engineering Intern

Role Description

As a Support Engineering intern you will focus on driving enablement initiatives that deliver impactful technology and process enhancements for Customer Experience (CX). By collaborating with cross-functional teams you will optimize workflows develop automation and manage technology ecosystem that powers efficient and exceptional customer support. Your work will be instrumental in scaling CX operations and elevating customer satisfaction ensuring we continuously improve both the customer experience and support efficiency.

In our Virtual First work culture you’ll connect with with Dropboxers virtually and in-person to build the foundation of a strong professional network.

For Summer 2025 we offer two start dates culminating in a 12-week internship:

• 5/27 - 8/15

• 6/24 - 9/12

Responsibilities

• Perform enablement tasks to optimize CX platforms including ticketing systems knowledge bases AI tools and communication tools.

• Troubleshoot system issues and ensure high availability and performance.

• Develop AI-driven workflows to streamline customer interactions such as smart routing predictive case resolution and automated escalation handling.

• Create dashboards and generate reports to monitor CX performance metrics.

• Analyze data to identify trends and opportunities for process improvement.

• Work with cross-functional teams to align tools and systems with their needs.

• Proactively suggest and implement enhancements to CX systems and processes.

Basic Qualifications

• Currently pursuing an undergraduate degree in Computer Science Information Technology Information Systems Systems Engineering or a related field with an expected graduation in 2027

• Enthusiastic about problem-solving process improvement technology enablement and comfortable working both independently and collaboratively with cross-functional teams.

• Knowledge of APIs system integration and workflow automation tools

• Have experience working in various programming languages and development environments or possess a working knowledge of at least one programming language.

• Strong analytical and problem-solving skills with the ability to identify and implement AI-driven solutions.

• Good communication and collaboration skills to work effectively with cross-functional teams.

• Adaptable innovative and passionate about leveraging AI for customer success.

Preferred Qualifications

Technical Skills:

• Familiarity with coding in various languages (e.g. Python JavaScript Java .NET Ruby etc.).

• Basic understanding of AI/ML technologies.

• Experience deploying AI technologies in customer support environments.

• Background in data science software engineering or CX enablement with a focus on AI.

Effective Communication:

• In addition to technical skills the capacity to articulate complex technical ideas in simple terms is essential. Ensuring that customers comprehend solutions and instructions is a key aspect of the role.

Collaboration:

• This internship involves working closely with diverse teams like Global Support Launch Readiness and Engineering Product and Design. The ability to navigate uncertainties and collaborate effectively to address complex issues benefits both customers and Dropbox.

Compensation