Support Engineer Intern (12 Weeks)

Team Description

Over the years at Dropbox, Emerging Talent has created a variety of internships, apprenticeships, and early-in-career full time opportunities to build pathways for exceptional early career professionals to succeed at Dropbox. Supported by a community of mentors, program graduates, and fellow participants, our Emerging Talent programs are the perfect place to start your career in tech.

As a Support Engineer intern, you will focus on driving enablement initiatives that deliver impactful technology and process enhancements for Customer Experience (CX). By collaborating with cross-functional teams, you will optimize workflows, develop automation, and manage technology ecosystem that powers efficient and exceptional customer support. Your work will be instrumental in scaling CX operations and elevating customer satisfaction, ensuring we continuously improve both the customer experience and support efficiency.

In our Virtual First work culture, you’ll connect with with Dropboxers virtually and in-person to build the foundation of a strong professional network.  

• 5/27 - 8/15
• 6/24 - 9/12

• Perform enablement tasks to optimize CX platforms, including ticketing systems, knowledge bases, AI tools, and communication tools.
• Troubleshoot system issues and ensure high availability and performance.
• Develop AI-driven workflows to streamline customer interactions, such as smart routing, predictive case resolution, and automated escalation handling.
• Create dashboards and generate reports to monitor CX performance metrics.
• Analyze data to identify trends and opportunities for process improvement.
• Work with cross-functional teams to align tools and systems with their needs.
• Proactively suggest and implement enhancements to CX systems and processes.

• Currently pursuing an undergraduate degree in Computer Science, Information Technology, Information Systems, Systems Engineering, or a related field with an expected graduation in 2027
• Enthusiastic about problem-solving, process improvement, technology enablement and comfortable working both independently and collaboratively with cross-functional teams.
• Knowledge of APIs, system integration, and workflow automation tools
• Have experience working in various programming languages and development environments or possess a working knowledge of at least one programming language.
• Strong analytical and problem-solving skills, with the ability to identify and implement AI-driven solutions.
• Good communication and collaboration skills to work effectively with cross-functional teams.
• Adaptable, innovative, and passionate about leveraging AI for customer success.

Technical Skills:

• Familiarity with coding in various languages (e.g., Python, JavaScript, Java, .NET, Ruby, etc.).
• Basic understanding of AI/ML technologies.
• Experience deploying AI technologies in customer support environments.
• Background in data science, software engineering, or CX enablement with a focus on AI.

Effective Communication:

• In addition to technical skills, the capacity to articulate complex technical ideas in simple terms is essential. Ensuring that customers comprehend solutions and instructions is a key aspect of the role. 

Collaboration:

• This internship involves working closely with diverse teams like Global Support, Launch Readiness, and Engineering, Product, and Design. The ability to navigate uncertainties and collaborate effectively to address complex issues benefits both customers and Dropbox.