CX Technology - Software Engineer

12 Jul 2021
26 Jul 2021
Alison Byrne
Job Type

As part of our Customer Experience (CX) team you will be responsible for translating our service strategy into effective capabilities for both our customers and our agents handling customer inquiries and then advancing the technical capabilities to support those needs

We are seeking a Software Engineer who will make it easier for our Customer Experience team to understand and solve users' problems, shape how users interact with Dropbox through our support website, integrate support ticketing with other internal systems, be a champion of secure and scalable internal development practices, and build tools that help users diagnose and solve issues on their own.

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees.


    Implementing internal services and integrations using Python, connecting to services like Zendesk and Salesforce.You will build internal and external-facing web applications using Python and Javascript, as well as a variety of open-source technologies like React, Redux, Typescript, Flask, HQL/Hive, and Elasticsearch. You'll also work with proprietary technologies like Edgestore (link) and CAPE (link).Building user interfaces for agent support tools, front-end for our self-support platform, and agent-facing tools in ZendeskPartnering with other engineering teams to integrate our support systems into all our productsYou will maintain and improve business-critical legacy systems and integrationsResearching technical solutions to business problemsWriting user documentation and operational playbooks to scale yourself, ensuring the systems you build are maintainable long-termMentor all direct reports, finding growth opportunities for them that align with the team's strategic initiatives


    Strong software engineering background. Software engineering practitionerBA/BS degree or equivalent practical experience, with two or more years working on production codeExperience with Python and/or JavascriptExperience building internal tools, integrating with third-party systems, or building B2B SaaS products for customer service or similar business needsExperience in collaborative environments and working with remote business partnersDirect engineering experience in the following areas is a plus:Machine Learning, Artificial IntelligenceBuilding and deploying Chatbots at scale
  • Integrating and deploying open-source tools and libraries to solve problems

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