Software Engineer, Sustaining

Posted Jun 30

Company Description

Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today. Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots. The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace - the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history. Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey.

Team Description

Our Engineering team is working to simplify the way people work together. They’re building a family of products that handle over a billion files a day for people around the world. With our broad mission and massive scale, there are countless opportunities to make an impact.

Role Description

As part of our Customer Experience (CX) organization, the CX Technology team specializes in addressing advanced technical challenges encountered by customers. Our primary objective is to deliver a positive customer experience by promptly resolving complex technical issues.

We're in search of a customer-centric Software Engineer to join our team and spearhead our efforts in revolutionizing how we provide support to our customers. You will play a vital role in tackling escalated issues, devising solutions, collaborating closely with engineering teams, and lead our team's evolution by fostering seamless knowledge transfer between engineering and support. You will lead efforts in ensuring our support engineers have the necessary tools and insights to efficiently resolve issues, thereby enhancing overall customer satisfaction.

Responsibilities

  • Bug Fixing and Issue Resolution: Investigate reported issues, troubleshoot problems, and implement solutions to resolve software bugs or system errors encountered by users or identified through internal testing.
  • Patch and Update Development: Develop and deploy patches, updates, and hot fixes to address vulnerabilities, improve performance, or enhance functionality while minimizing disruption to system operation.
  • Performance Monitoring and Optimization: Monitor system performance metrics, identify performance bottlenecks or inefficiencies, and implement optimizations to enhance overall system performance and responsiveness.
  • Security Maintenance: Stay abreast of emerging security threats and vulnerabilities, conduct security assessments, and implement measures to mitigate risks, including applying security patches, configuring firewalls, and implementing access controls.
  • Compatibility Assurance: Ensure the ongoing compatibility of the system with relevant platforms, operating systems, libraries, and dependencies through testing, updates, and adaptations as needed.
  • Regulatory Compliance: Monitor changes in regulatory requirements or industry standards relevant to the system, assess compliance, and implement necessary updates or modifications to ensure adherence to legal and regulatory obligations.
  • Documentation and Knowledge Management: Maintain comprehensive documentation, including user manuals, technical specifications, and knowledge bases, to facilitate effective troubleshooting, maintenance, and knowledge transfer within the team.
  • End-of-Life Planning and Transition: Develop strategies and plans for the eventual retirement or replacement of the system, including data migration, user transition, and archiving of relevant documentation and code.
  • Collaboration and Communication: Collaborate effectively with cross-functional teams, including development, quality assurance, and product management, to prioritize and address maintenance tasks, communicate progress, and coordinate release schedules.
  • Continuous Improvement: Identify opportunities for process improvements, automation, or tooling enhancements to streamline sustained engineering activities, increase efficiency, and improve the overall quality and reliability of the system.
  • Customer Support and Stakeholder Engagement: Provide technical support to users, customers, and stakeholders, addressing inquiries, troubleshooting issues, and ensuring a positive user experience with the system.
  • Emergency Response and Incident Management: Respond promptly to critical incidents or emergencies affecting system operation, coordinate response efforts, and implement remediation actions to minimize impact and restore service availability.

Requirements

  • BS degree in Computer Science or related technical field involving coding (e.g., physics or mathematics), or equivalent technical experience
  • 3+ years of software engineering and/or work related industry experience
  • Proficiency in software development with strong debugging and troubleshooting across multiple complex platforms and technologies
  • Ability to manage projects effectively and demonstrate agility in delivering project milestones
  • Proficiency in creating technical documentation, mentoring, and delivering training sessions
  • Exhibit a profound passion for enhancing customer experiences through technology

Preferred Qualifications

  • Strong knowledge of programming languages, debugging tools, version control systems, and testing methodologies
  • Thrive in a fast-paced environment where priorities may shift rapidly. Able to adapt to changing circumstances, and manage multiple priorities while maintaining a high level of attention to detail
  • Stay abreast of industry trends, emerging technologies, and best practices related to sustaining engineering and customer support. Demonstrate a commitment to continuous learning and skill development to remain effective in the role.
  • Prior experience in a sustaining engineering role, dealing with post-release software support and maintenance
  • Experience working closely with customer support teams to resolve issues reported by customers

Total Rewards

US Zone 1

$159,000—$215,000 USD

US Zone 2

$143,100—$193,500 USD

US Zone 3

$127,200—$172,000 USD

The range(s) listed above is the expected annual salary/OTE for this role, subject to change.

Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:

• US Zone 1: San Francisco metro, New York City metro, or Seattle metro

• US Zone 2: Austin (TX) metro, Chicago metro, California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Massachusetts, New Hampshire, New York (outside NYC metro), Oregon, Pennsylvania (outside NYC or DC metro), Washington DC metro, and West Virginia (DC metro)

• US Zone 3: All other US locations

Dropbox is a Virtual First company and is open to hiring candidates in all authorized locations. However, for this role, the locations posted are preferred.

Benefits

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to: 

  • Competitive medical, dental and vision coverage
  • (US Only) Competitive 401(k) Plan with a generous company match and immediate vesting
  • Flexible Time Off/Paid Time Off, paid holidays, Volunteer time off and more
  • Protection Plans including; Life Insurance, Disability Insurance and Travel benefit plans
  • Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food & groceries, and much more
  • Parental benefits including; Parental Leave, Child and Adult Care, Day Care FSA (US Only), Fertility Benefits (US Only), Adoption and Surrogacy support and Lactation Support 

Mental Health and Wellness benefits Free Dropbox space for your friends and family 

Additional benefits details are available upon request.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).