Customer Systems Administrator
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Job Description
Customer Systems Administrator managing and evolving support platforms for customer operations at Dropbox. Drive AI tooling adoption and maintain operational reliability.
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.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Performance bonuses
- Stock options
- Equipment allowances
- Wellness programs
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