Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Compensation section below to see what neighborhoods fall under each Zone.

Role Description

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 and Customer Experience and Success, access to industry-leading AI tooling, and the opportunity to shape how customer tooling scales at Dropbox.

Responsibilities

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 guide.

Requirements

4+ years of proven experience administering enterprise support or customer platforms in a production environment.
Proficiency with AI tools and scripting languages (e.g., Python, Bash, JavaScript), with a demonstrated comfort incorporating both into daily workflows to increase efficiency and output.
Demonstrated experience managing multi-platform environments.
Experience governing platform access — provisioning, role-based access control, and security policy enforcement.
Track record of shipping platform changes through structured processes: scoping, testing, communicating, and deploying without disruption.
Operational maturity with demonstrated experienced owning incident response, triaging escalations, and maintaining composure under pressure.
Ability to produce and maintain clear, structured documentation — SOPs, runbooks, and system guides that are accessible to both technical and non-technical. audiences

Preferred Qualifications

Experience administering support platforms such as Zendesk, Amazon Connect, or similar contact center and ticketing systems.
Proven experience deploying AI tooling or automation frameworks to improve team workflows and operational efficiency.
Working knowledge of AWS services, cloud infrastructure fundamentals, and familiarity with modern data platforms such as Databricks.
Experience with sales platforms, supporting Sales & Customer Success operations such as Highspot, Planhat, Outreach.
Platform admin certifications (e.g., Zendesk Admin, Salesforce Certified Admin).

Compensation

US Zone 1

This role is not available in Zone 1

US Zone 2

$136,900—$185,300 USD

US Zone 3

$121,700—$164,700 USD

The range(s) listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change. Please note, OTE are for sales roles only.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.

Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:

US Zone 1: San Francisco metro, New York City metro, or Seattle metro
US Zone 2: California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Illinois (Chicago metro), Indiana (Chicago metro), Maryland, Massachusetts, Michigan (Chicago metro), New Hampshire, New Jersey (outside NYC metro), New York (outside NYC metro), Oregon, Pennsylvania (D.C. metro), Pennsylvania (outside NYC metro), Texas (Austin metro) Virginia (DC metro), Washington (outside Seattle metro), Washington DC metro, West Virginia (DC metro), Wisconsin (Chicago metro)
US Zone 3: All other US locations

Company Description

Dropbox isn’t just a workplace—it’s a living lab for designing a more enlightened way of working. We’re a global community of bold visionaries and resourceful doers shaping the future of Dropbox and, in turn, the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, creating space for meaningful work and lasting relationships. With a startup mindset and enterprise-level opportunities, we expect Dropbox employees to think critically, stay curious, and use modern tools, including AI, to improve how work gets done. Here, you can be who you are and grow into who you’re meant to be. You own your impact, helping make work more intuitive, joyful, and human for yourself and hundreds of millions of people worldwide. If you’re ready to push boundaries and challenge yourself, Dropbox is ready for you.

Team Description

The Dropbox Business Strategy & Operations team unlocks the company's full potential by driving strategic initiatives and promoting operational excellence. We combine analytical rigor with creative problem-solving to tackle Dropbox’s biggest opportunities and challenges across all business functions. Partnering closely with Product, Engineering, Sales, Marketing, and Finance, we translate our strategic vision into actionable plans that foster growth, optimize performance, and facilitate informed decision-making. Our work shapes the future of Dropbox by leading cross-functional business planning, developing insights that guide corporate and business unit strategies, creating systems and processes that power scalable success. If you're passionate about strategic thinking, solving complex problems, and making an impact through collaboration, join our Business Strategy & Operations team.

Virtual First

Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in-person connection. We bring teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location.

This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter). We provide advance notice when possible and encourage candidates to discuss any accommodation needs during the interview process.

Dropbox supports responsible use of AI for preparation, but misrepresentation of skills or experience is not permitted. See our AI Principles.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.