Product Support Representative | Remote
USremote
Dropbox
Dropbox is one place to keep life organized and keep work moving. With more than 700 million registered users across 180 countries, we're on a mission to design a more enlightened way of working.
About Dropbox
At Dropbox, we're dedicated to revolutionizing the way people work. Our founders' original vision remains our guiding light: creating a workspace where tools and environments truly serve people's needs. With nearly 3,000 employees worldwide and over 700 million global users, we've built a living workspace where ideas flourish. Our remarkable growth has made us the fastest software-as-a-service company to reach a billion-dollar revenue run rate.
The Customer Experience Team
Our Customer Experience (CX) team is at the heart of supporting our 700+ million registered users. We're passionate about simplifying customer interactions, pioneering new solutions, and making sure the customer voice shapes everything we do at Dropbox.
Position Overview
The Role
As a Technical Support Specialist, you will be expected to deliver holistic support for the entire Dropbox ecosystem: Sync, Capture, Backup, DocSend, Dropbox Sign, and others. You'll use platforms like Slack, Jira, Zendesk, and Zoom to drive user engagement and cross-functional collaboration. This includes weekend and holiday availability.
Responsibilities
- Deliver omnichannel technical support-Phone, Email, and Chat
- Learn our suite of products while hitting performance goals
- Develop customized solutions for technical problems
- Maintain high scores on customer satisfaction
- Communicate customer feedback to relevant internal teams
- Document repetitive issues to enhance product quality
- Support product development and resource upkeep
Qualifications
Basic Requirements
- 0-2+ years of technical support experience
- Troubleshooting Windows and macOS proficiency
- Strong technical communication skills
- Strong problem-solving skills
- Team player with a willingness to receive feedback
- Adaptability in dynamic environments
- Confidentiality in handling data
- Passion for technology and customer service
Preferred Experience
- High-volume support environments
- Zendesk proficiency
- Enterprise/Mid-Market support background
- Basic programming knowledge
- System administration experience
Compensation
US Zone Structure
- Zone 1: Not currently available
- Zone 2: $58,900-$79,700 USD
- Zone 3: $52,400-$70,800 USD
Note: Compensation includes base salary/OTE and may differ depending on location, role level, skills, and peer compensation. Starting offers often fall between minimum and mid-range.
Location Definitions
- Zone 1: San Francisco, New York City, or Seattle metros
- Zone 2: Austin, Chicago metros; California (outside of SF); Colorado; Connecticut (outside of NYC); Delaware; Massachusetts; New Hampshire; New York (outside of NYC); Oregon; Pennsylvania (outside of NYC/DC); Washington DC metro; West Virginia (DC metro)
- Zone 3: All other US locations
Benefits Package
- Comprehensive health coverage (medical, dental, vision)
- 401(k) with immediate vesting and company match
- Flexible PTO and paid holidays
- Income protection plans
- Business travel insurance
- Flexible perks allowance
- Extensive parental benefits
- Global co-working space access
- Cell phone and internet allowance
- Mental health support
- Disability and neurodivergence resources
Perks of the Job
Salary
$52,400 - $79,700/year
Benefits
Medical, dental, and vision
401(k), IRA, or pension plan
Vacation, sick leave, and paid time off
Parental leave
Perks
Ready to start?
We’re currently receiving a high volume of applicants in our available IT positions. Our response time for new applications is currently ranging from 1-2 weeks. We may not be able to provide individual feedback for every application to our open roles within Software Development.
