Customer Systems Administrator · Dropbox

Sat, 18 Apr 2026 15:51:43 GMT
Engineering

Dropbox · Remote - Canada: Select locations · remote

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 guides.

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).