Customer Systems Administrator

<h2 class="p1"><span class="s1">Role Description</span></h2> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">As a Customer Systems Administrator on the Customer Systems team within Dropbox's Go-To-Market organization, you will play a crucial role in platform administration, access governance, and operational reliability across the systems that power Dropbox's customer-facing operations. Day to day, you'll be configuring and maintaining platforms across the customer lifecycle, enforcing security and access control policies, and driving AI-powered tooling and automations. You'll gain direct ownership of production systems that the business relies on daily, deep cross-functional exposure to Engineering </span><span class="thread-239178091236096289765614 attrcomment attrcommentfirst thread-239178091236096289765614-first author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z"><span class="comment-extra-inner-span">and Customer Experience and Success</span></span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">, access to industry-leading AI tooling, and the opportunity to shape how customer tooling scales at Dropbox.</span></p> <h2 class="p1"><span class="s1">Responsibilities</span></h2> <ul> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Manage and evolve the team's portfolio of support and post-sales platforms to meet the changing needs of the Customer Experience and Customer Success organizations.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Serve as a primary on-call responder, owning incident resolution and stakeholder communication during platform disruptions.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Drive the adoption and integration of AI-powered tools and automations across customer platforms to improve user efficiency and customer outcomes.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Partner with </span><span class="thread-493743262239372778908975 attrcomment attrcommentfirst thread-493743262239372778908975-first author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z"><span class="comment-extra-inner-span">Engineering and Customer Experience and Success </span></span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">&nbsp;to translate business needs into platform solutions.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Identify and execute platform improvements that reduce operational friction, increase reliability, and scale with the business.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Build and maintain the team's automation tooling and scripting infrastructure.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Establish and maintain the documentation standards that keep the team operationally resilient, including SOPs, runbooks, and system guide.</span></li> </ul> <h2><span class="s1">Requirements</span></h2> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li>4+ years of proven experience administering enterprise support or customer platforms in a production environment.</li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Proficiency with AI tools and scripting languages</span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z h-lparen">(e.g.,</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z"> Python, Bash, JavaScript), with a demonstrated comfort incorporating both into daily workflows to increase efficiency and output.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Demonstrated experience managing multi-platform environments.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Experience governing platform access — provisioning, role-based access control, and security policy enforcement.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Track record of shipping platform changes through structured processes: scoping, testing, communicating, and deploying without disruption.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Operational maturity with demonstrated experienced owning incident response, triaging escalations, and maintaining composure under pressure.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Ability to produce and maintain clear, structured documentation — SOPs, runbooks, and system guides that are accessible to both technical and non-technical. audiences</span></li> </ul> <h2>Preferred Qualifications</h2> <ul> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Experience administering support platforms such as Zendesk, Amazon Connect, or similar contact center and ticketing systems.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Proven experience deploying AI tooling or automation frameworks to improve team workflows and operational efficiency.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Working knowledge of AWS services, cloud infrastructure fundamentals, and familiarity with modern data platforms such as Databricks.</span></li> <li><span class="thread-393189132989356798851658 author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Experience with sales platforms, supporting Sales &amp; Customer Success operations such as Highspot, Planhat, Outreach.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z">Platform admin certifications</span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z h-lparen">(e.g.,</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz82zpaz89z6z66zmz82zz67zqz83z2z72zz72zz68zpz85zwz65zz86zz82zcz89z6fz80zrz77zz87zsz76z"> Zendesk Admin, Salesforce Certified Admin).</span></li> </ul> <h2><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qowz81zqz90zkz74zz76zeez80zz68zz89zz88zvqz86zuxlz73zexxz80zz73z6d6z72zz79zsz77z">Compensation</span></h2>