Customer Systems Administrator

## About the Role The Customer Systems Administrator is a critical role within Dropbox's Go-To-Market organization, focusing on platform administration, access governance, and operational reliability. This position is responsible for configuring and maintaining platforms across the customer lifecycle, ensuring security and access control policies are enforced, and driving the adoption of AI-powered tooling and automations. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work collaboratively with cross-functional teams, including Engineering and Customer Experience and Success. As a key member of the Customer Systems team, you will play a vital role in ensuring the reliability and scalability of the systems that power Dropbox's customer-facing operations. This involves managing and evolving the team's portfolio of support and post-sales platforms, serving as a primary on-call responder for platform disruptions, and identifying opportunities for platform improvements that reduce operational friction and increase reliability. The role offers a unique opportunity to gain direct ownership of production systems, work with industry-leading AI tooling, and contribute to shaping how customer tooling scales at Dropbox. You will be working closely with Engineering and Customer Experience and Success teams to translate business needs into platform solutions, driving the integration of AI-powered tools and automations across customer platforms to improve user efficiency and customer outcomes. ## What You Will Do - 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.

• Serve as a primary on-call responder, owning incident resolution and stakeholder communication during platform disruptions.
• Drive the adoption and integration of AI-powered tools and automations across customer platforms to improve user efficiency and customer outcomes.
• Partner with Engineering and Customer Experience and Success 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 the team's automation tooling and scripting infrastructure.
• Establish and maintain the documentation standards that keep the team operationally resilient, including SOPs, runbooks, and system guides.
• Collaborate with cross-functional teams to ensure alignment and effective communication.
• Stay up-to-date with industry trends and emerging technologies, applying this knowledge to improve the team's processes and platforms.

## What We Are Looking For - Strong technical background, with experience in platform administration and management.

• Excellent problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Experience with Salesforce or similar platforms.
• Strong understanding of security and access control policies, with the ability to enforce these policies in a fast-paced environment.
• Experience with AI-powered tooling and automations, with the ability to drive adoption and integration across customer platforms.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to analyze data and develop insights to inform business decisions.
• Experience with automation tooling and scripting infrastructure, with the ability to build and maintain these systems.
• Strong documentation skills, with the ability to establish and maintain documentation standards.

## Nice to Have - Experience with industry-leading AI tooling and technologies.

• Strong understanding of cloud computing and cloud-based platforms.
• Experience with agile development methodologies and version control systems.
• Strong understanding of data analytics and data visualization tools.
• Experience with customer-facing operations and customer success platforms.

## Benefits and Perks - Competitive salary and benefits package.

• Opportunity to work with a leading cloud-based platform.
• Collaborative and dynamic work environment.
• Professional development opportunities, including training and education programs.
• Flexible work arrangements, including remote work options.
• Access to industry-leading AI tooling and technologies.
• Comprehensive health and wellness program.
• Generous paid time off and holiday policy.

- Highlight your technical skills: Showcase your experience with platform administration, Salesforce, and AI-powered tooling to stand out as a strong candidate.

• Emphasize your problem-solving skills: Demonstrate your ability to analyze complex issues and develop effective solutions, and be prepared to provide examples from your previous experience.
• Showcase your collaboration skills: Highlight your experience working with cross-functional teams, including Engineering and Customer Experience and Success, to demonstrate your ability to work effectively in a collaborative environment.
• Stay up-to-date with industry trends: Demonstrate your knowledge of emerging technologies and trends in the industry, and be prepared to discuss how you apply this knowledge to improve processes and platforms.
• Be prepared to discuss your experience with automation and scripting: Highlight your experience with automation tooling and scripting infrastructure, and be prepared to discuss how you have applied this experience to improve efficiency and reliability in previous roles.
• Showcase your analytical skills: Demonstrate your ability to analyze data and develop insights to inform business decisions, and be prepared to provide examples from your previous experience.
• Highlight your ability to drive adoption and integration of new technologies: Showcase your experience driving the adoption and integration of AI-powered tools and automations, and be prepared to discuss how you have applied this experience to improve customer outcomes in previous roles.