Role Description

As part of the Dropbox Customer Experience team, you’ll be responsible for being a knowledge expert on all issues related to Account Security. This role has a number of security-related responsibilities. This role will rely on a deep knowledge of Dropbox security policies and best practices to resolve the most difficult Account Security problems our users send us. For example, common issues this role would handle include account takeovers, account lockouts, and championing features that improve a user’s security posture. 

This role will work closely with the security team and act as a champion of our security and privacy policies within the Customer Experience team.  You will leverage the lessons you learn working with our users to help improve our products and our security policies. You will also work closely with the Security team to ensure that policies are being followed and created in a way that is worthy of trust. Additionally, you will be responsible for tracking key company metrics that relate to Account Security and communicating them to relevant stakeholders cross-functionally. You will be responsible for authoring and maintaining knowledge base content and Help Center content related to Account Security.

Responsibilities 

• Work escalated tickets from Front line support
• Drive scaled account security products, features, and tooling through effective partnerships with Engineering, Product and Design 
• Manage key performance metrics related to Account Security
• Provide technical and expert support for internal and external escalations
• Create and maintain internal knowledge libraries and contribute to the creation of user-facing content
• Perform scaled testing & auditing to identify areas of weakness or high risk within Account Security processes 

Requirements

• You have at least 2 years of experience working on an Account Security or related technical team
• You have strong knowledge of account security issues
• You have previous experience in a user-facing role
• You are deeply passionate about customer experience and making life simpler with technology
• You are able to balance user expectations while also sticking to established policies 
• You have strong communication skills and can work with both technical and non-technical audiences
• You are able to collaborate effectively with peers and across teams that are located in multiple offices
• You are comfortable doing independent research and can read basic code
• You have an understanding of the current Security landscape
• Strong written and verbal communication skills