Dropbox
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Austin, TX
Remote

Support Engineering Manager - Location Flexible

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Role Description

Part of Dropbox’s Customer Experience team, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are looking for an experienced manager to help lead in the next stage of our development of our Support Engineering team. You will be leading a highly technical support function known as Support Engineering. You will be accountable for delivering against the teams SLAs and KPMs while delivering world-class support to our Developer community.

Responsibilities

  • You will provide leadership and direction to your team, while working with other global leaders in a matrix structure 
  • Ensure that SLAs as well as CES, CSAT, FCR and TTR metrics are being adhered to, with a continued drive towards exceeding monthly and quarterly targets
  • Work with the Global Support leadership team to develop operational discipline and standards for support
  • You will lead and inspire the team to deliver a world-class user and support experience
  • Become an expert on the product so that you can provide technical advice and guidance to the team and other internal stakeholders as necessary
  • Coach and mentor team members on technical troubleshooting and soft skills
  • You will deliver key customer and market insights, and be responsible for finding innovative ways to drive positive impact to the Dropbox product 
  • Support the organization with goal setting and building cross functional relationships 
  • You consistently strive to meet and exceed quarterly targets

Requirements

  • 5 years+ results based, experience in technical support delivery or customer experience, preferably working with SaaS products
  • Working knowledge of Application Programming Interfaces (APIs), Software Development Kits (SDKs), and the Software Development Lifecycle (SDLC)
  • You are deeply passionate about customer experience and making life simpler with technology
  • Experience managing small, highly-technical, teams in a remote/global environment
  • Deep passion and experience for operations with proven experience of translating operational skills into strategic business impact
  • Demonstrate strong communication and influencing skills, including managing stakeholders across geographies
  • Some travel (approx. 10%) may be required
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What are Dropbox Perks + Benefits

Dropbox Benefits Overview

We’re proud to offer benefits that help all Dropboxers take care of their holistic selves, so they can keep flowing at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

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