Technical Lead, Customer Experience Technology - Location Flexible - Veterans Encouraged to Apply

Job Description

Company Description

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees. Being Virtual First also means the location of our employees is targeted but flexible. If “Location Flexible” is listed in the job title of a role, the role can be located in any of the states where Dropbox is authorized to do business.** Some roles (including those which do not have “Location Flexible” in the job title), however, may have to be co-located with their teams in certain locations. Please work with your recruiter and your hiring manager to understand any location constraints of a particular role and to communicate your location preferences. **Dropbox is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Dropbox is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Dropbox is registered.
Dropbox is one place to keep life organized and keep work moving. With more than 600 million registered users across 180 countries, we’re on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has offices around the world. For more information on our mission and products, visit dropbox.com.

Team Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 500 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

Role Description

As part of our Customer Experience (CX) organization, the CX Technology team is responsible for maximizing business results through the innovative use of technology. You will be responsible for translating our service strategy into effective capabilities for both our customers and our agents handling customer inquiries and then advancing the technical capabilities to support those needs. We are seeking a Technical Lead with experience building large-scale Artificial Intelligence (AI) and Machine Learning (ML) capabilities who will make it easier for our Customer Experience team to understand and solve users’ problems, shape how users interact with Dropbox through our support website, integrate support ticketing with other internal systems, be a champion of secure and scalable internal development practices, and build tools that help users diagnose and solve issues on their own.

Responsibilities

• Designing and building highly scalable AI and ML solutions
• Implementing internal services and integrations using Python, connecting to services like Zendesk and Salesforce.
• You will build internal and external-facing web applications using Python and Javascript, as well as a variety of open-source technologies like React, Redux, Typescript, Flask, HQL/Hive, and Elasticsearch. You’ll also work with proprietary technologies like Edgestore (link) and CAPE (link).
• Building user interfaces for agent support tools, front-end for our self-support platform, and agent-facing tools in Zendesk.
• Partnering with other engineering teams to integrate our support systems into all our products
• You will maintain and improve business-critical legacy systems and integrations.
• Researching technical solutions to business problems.
• Writing user documentation and operational playbooks to scale yourself, ensuring the systems you build are maintainable long-term.
• Mentor all direct reports, finding growth opportunities for them that align with the team’s strategic initiatives.

Requirements

• Strong software engineering background. Software engineering practitioner.
• BA/BS degree or equivalent practical experience, with two or more years working on production code
• Deep experience with Python and/or Javascript
• Experience building internal tools, integrating with third-party systems, or building B2B SaaS products for customer service or similar business needs
• Experience in collaborative environments and working with remote business partners
• You will have direct engineering experience in the following areas:
  • Machine Learning, Artificial Intelligence
  • Building and deploying Chatbots at scale
  • Integrating and deploying open-source tools and libraries to solve problems
• Military veterans strongly encouraged to apply! Leadership, integrity, teamwork, and global perspective are just a few of the skills learned through Military service. At Dropbox, we value the experiences of current and previous members of the U.S. Armed Forces. This role is open to any qualified candidate, however we have identified that the qualifications for this role match many of those who have served in the U.S. military. If you are a veteran please be sure to mark your veteran status at the bottom of the application. You can read more about our commitment to hiring veterans at dropbox.com/jobs/Veterans .

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. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

Benefits and Perks

• Generous company contribution toward individual medical, dental, & vision insurance coverage
• 401k + company match
• Market competitive total compensation package
• Free Dropbox space for your friends and family
• Wellness Reimbursement
• Generous vacation policy
• 10 company paid holidays
• Volunteer time off
• Company sponsored tech talks (technology and other relevant professional topics)