Role summary
Dropbox is seeking a Customer Systems Administrator to join its Go-To-Market organization. This role focuses on platform administration, access governance, and operational reliability for customer-facing systems. Responsibilities include configuring and maintaining platforms, enforcing security policies, and driving AI-powered automations. The administrator will gain ownership of production systems, cross-functional exposure, and opportunities to shape tooling scalability. Key duties involve managing support platforms, acting as an on-call responder for incidents, partnering with Engineering and Customer Experience/Success, and building automation tooling and documentation. The role requires 4+ years of experience in enterprise support or customer platform administration, proficiency with AI tools and scripting languages like Python, and experience with multi-platform environments and access governance.
Role Description
As a Customer Systems Administrator on the Customer Systems team within Dropbox's Go-To-Market organization, you will play a crucial role in platform administration, access governance, and operational reliability across the systems that power Dropbox's customer-facing operations. Day to day, you'll be configuring and maintaining platforms across the customer lifecycle, enforcing security and access control policies, and driving AI-powered tooling and automations. You'll gain direct ownership of production systems that the business relies on daily, deep cross-functional exposure to Engineering and Customer Experience and Success, access to industry-leading AI tooling, and the opportunity to shape how customer tooling scales at Dropbox.
Responsibilities
Manage and evolve the team's portfolio of support and post-sales platforms to meet the changing needs of the Customer Experience and Customer Success organizations.
Serve as a primary on-call responder, owning incident resolution and stakeholder communication during platform disruptions.
Drive the adoption and integration of AI-powered tools and automations across customer platforms to improve user efficiency and customer outcomes.
Partner with Engineering and Customer Experience and Success to translate business needs into platform solutions.
Identify and execute platform improvements that reduce operational friction, increase reliability, and scale with the business.
Build and maintain the team's automation tooling and scripting infrastructure.
Establish and maintain the documentation standards that keep the team operationally resilient, including SOPs, runbooks, and system guide.
Requirements
4+ years of proven experience administering enterprise support or customer platforms in a production environment.
Proficiency with AI tools and scripting languages (e.g., Python, Bash, JavaScript), with a demonstrated comfort incorporating both into daily workflows to increase efficiency and output.
Demonstrated experience managing multi-platform environments.
Experience governing platform access — provisioning, role-based access control, and security policy enforcement.
Track record of shipping platform changes through structured processes: scoping, testing, communicating, and deploying without disruption.
Operational maturity with demonstrated experienced owning incident response, triaging escalations, and maintaining composure under pressure.
Ability to produce and maintain clear, structured documentation — SOPs, runbooks, and system guides that are accessible to both technical and non-technical. audiences
Preferred Qualifications
Experience administering support platforms such as Zendesk, Amazon Connect, or similar contact center and ticketing systems.
Proven experience deploying AI tooling or automation frameworks to improve team workflows and operational efficiency.
Working knowledge of AWS services, cloud infrastructure fundamentals, and familiarity with modern data platforms such as Databricks.
Experience with sales platforms, supporting Sales & Customer Success operations such as Highspot, Planhat, Outreach.
Platform admin certifications (e.g., Zendesk Admin, Salesforce Certified Admin).
Compensation
