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).