Product Support Representative

Job Posted 4 Days Ago Posted 4 Days Ago
Hiring Remotely in San Francisco, CA
Remote
75K-101K Annually
Senior level
Cloud • Consumer Web • Productivity • Software • App development • Automation • Data Privacy
Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working.
The Role
The Product Support Representative will provide exceptional technical support for Dropbox products, handling issues via phone, email, and chat. Responsibilities include achieving product knowledge, documenting issues, and driving improvements in customer experience. The representative will communicate customer issues internally and engage in high-level support for enterprise customers.
Summary Generated by Built In

Role Description

In this role, you will provide exceptional support for the Dropbox ecosystem including products such as Sync, Capture, Backup, DocSend, Dropbox Sign, and many more! We use tools such as Slack, Jira, Zendesk, and Zoom to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users. Depending on the needs of our customers, you may be required to work some weekends and holidays.

Responsibilities

  • Deliver technical support for Dropbox products based issues via phone, email and chat
  • Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
  • Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores
  • Communicate customer reported issues internally and triage them to the correct team
  • Document recurring issues to support product quality programs, product development, and to maintain agent resources
  • Drive projects that systematically improve customer experience in alignment with CX strategy

Requirements

  • 4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
  • You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS 
  • You have a proven trace of driving cross-functional projects from ideation to delivery
  • You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
  • You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
  • You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
  • You excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
  • You have good judgment and the ability to maintain confidentiality of sensitive customer data
  • You show real passion for our products and for creating extraordinary customer experiences

Preferred Qualifications

  • Experience on a high-volume support team and/or very deep technical knowledge)
  • Direct experience using trend analysis to proactively monitor customer issues and assign severity
  • Experience owning customer escalations and SEVs from inception to resolution
  • Experience supporting Enterprise/MidMarket customer segments
  • Basic understanding of programming languages
  • Experience delivering system administration

Compensation

US Zone 1

This role is not available in Zone 1

US Zone 2

$74,600$101,000 USD

US Zone 3

$66,400$89,800 USD

What the Team is Saying

Person1
Sukrith
Fullstack Engineer
“Words to describe the engineering culture at Dropbox are talented, innovative, breakneck speed. We do a lot here with really talented engineers. You get to understand what a high bar it is, how interesting the projects are that people work on, both internally and externally.“
Sukrith
Latane
Drew
Mack
The Company
San Francisco, CA
2,500 Employees
Remote Workplace
Year Founded: 2007

What We Do

We're a global community of more than 2,000 bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the flexibility of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.

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 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.

Typical time on-site: None
San Francisco, CA
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