At Dropbox, we believe support should feel effortless. Getting help should be fast, intuitive, and even delightful — not a ticket into a black hole. We’re looking for a Global IT Service Operations Manager to reimagine and elevate the end-to-end support experience for every Dropboxer, shaping how support feels across the company — from AI-powered self-service to frontline helpdesk, from seamless Day-1 hardware readiness to high-touch executive support.

This role owns the full frontline support ecosystem, including our managed Tier 1 helpdesk partner, physical asset operations, executive support, and our AI-powered support experience. You will modernize and unify these services into a cohesive, AI-first, automation-driven model that reduces friction and builds trust, ensuring Dropboxers get the right help, at the right time, through the right channel — without confusion, delay, or unnecessary escalation.

Success in this role means executives feel fully supported, new hires are productive on Day 1, and support becomes a strategic advantage rather than a reactive function. This is a high-impact leadership opportunity to define what “world-class IT support” looks like in a Virtual First company — and to make every interaction count.

• Own global Tier 1 support vendor performance, including SLAs, quality standards, and operational cadence
• Lead end to end IT asset lifecycle operations, from procurement and provisioning to refresh and decommissioning
• Deliver white glove executive IT support for DLUX leaders, including high priority incident response and proactive readiness
• Own and continuously improve AI powered support capabilities to increase self service and reduce time to resolution
• Drive measurable improvements in CSAT, first contact resolution, and overall resolution time
• Improve asset inventory accuracy, fulfillment speed, and hardware availability through tighter controls and reporting
• Help define and execute a 12 to 18 month IT service operations roadmap with clear milestones and KPIs
• Partner cross functionally to simplify support tiering, clarify escalation paths, and improve handoffs across teams

On-call work may be necessary occasionally to help address bugs, outages, or other operational issues, with the goal of maintaining a stable and high-quality experience for our customers.

• 5+ years leading global IT support or service operations
• Experience managing vendor-governed service models
• Experience leading distributed teams
• Experience with ITSM platforms (ServiceNow preferred)
• Strong executive communication skills
• Strong process engineering mindset
• Experience delivering automation or AI-driven service improvements

• Experience implementing AI chatbots in enterprise IT
• Experience with asset lifecycle management at scale
• Exposure to Zero Trust device security principles
• Experience supporting executive stakeholders
• ITIL certification

Role Description

We are seeking a SaaS Engineer to manage, optimize, and maximize value from Dropbox’s SaaS ecosystem. The ideal candidate has hands-on experience administering collaboration platforms (Google Workspace, Slack, Zoom, Dropbox), strong scripting/automation skills, and a curiosity for exploring new features and AI capabilities. You will help ensure SaaS platforms are secure, scalable, and fully leveraged, enabling Dropboxers to get the most out of their tools.

Responsibilities

• Administer SaaS platforms: user management, security, permissions, workflows, integrations.
• Proactively evaluate new SaaS features and run pilots/adoption programs.
• Measure and report on adoption and usage trends across collaboration platforms.
• Identify opportunities to leverage AI, automation, and integrations for smarter collaboration.
• Troubleshoot and resolve SaaS-related incidents, documenting best practices.
• Deliver documentation, training, and communication to drive user enablement.

Requirements

• 5+ years experience administering enterprise SaaS platforms (i.e. Google Workspace, Slack, Zoom, Dropbox).
• Experience with automation/scripting (Python, Bash, PowerShell, AWS Lambda).
• Familiarity with SaaS APIs, integrations, and CI/CD pipelines.
• Strong analytical skills for usage data, adoption metrics, and feature impact.
• Excellent troubleshooting, problem-solving, and cross-functional communication skills.
• Ability to work independently and cross-functionally, with clear communication to both technical and non-technical stakeholders.
• Strong documentation skills, with experience maintaining knowledge bases, SOPs, and onboarding guides

Preferred Qualifications

• Certifications in Google Workspace or Slack administration.
• Experience with SaaS adoption programs and driving user engagement.
• Familiarity with AI/ML-powered SaaS features.
• Background in SaaS spend optimization and vendor management.

Role Description

As a Corporate Site Reliability Engineer (SRE) at Dropbox, you will help lead the infrastructure strategy and technical direction of one of the most innovative technology companies globally. Successful candidates will possess a growth mindset, strong accountability and be passionate about designing, building, and securing scalable infrastructure services in a dynamic environment. You will drive improvement projects in automation and observability and effectively handle incidents that arise in a prompt but measured way. In this role, you'll serve as a technical lead of programs related to monitoring, metrics, alerting and reliability throughout the IT Services organization, and contribute to the evolution of our world-class infrastructure while ensuring utmost security and scalability.

Responsibilities

• Ensure the reliability, scalability, and performance of Dropbox's infrastructure and services
• Collaborate with cross-functional teams to develop and maintain best practices for monitoring, logging, and incident response
• Build, Implement and maintain automations & infrastructure-as-code tooling, specifically Terraform, Ansible, and Github Actions as well as custom code platforms
• Utilize container orchestration platforms, such as Kubernetes, Amazon ECS and Red Hat Openshift, to manage containers at scale
• Manage and optimize monitoring and logging pipelines using tools like Datadog and Cribl LogStream
• Drive improvement projects related to service health and visibility for our stakeholders, ranging from developers to business service owners to C-level
• Develop and maintain custom tooling and automation scripts in Bash, Python and other scripting languages

On-call work may be necessary occasionally to help address bugs, outages, or other operational issues, with the goal of maintaining a stable and high-quality experience for our customers.

Requirements

• 5+ years of experience in site reliability engineering or a similar engineering roles with hands-on coding experience
• Strong knowledge of AWS services, including EC2, S3, RDS, R53, Lambda, and others
• Strong knowledge of Linux administration, internals, filesystems, volume management and specific distro's such as Ubuntu, RHEL, DNS, DHCP
• Experience with monitoring and logging tools, Datadog and logging pipeline tools such as Vector or Cribl LogStream
• Experience driving one or more transformational programs related to metrics and observability
• Experience with scripting in a higher level language (Python preferred)
• Experience developing automation to solve infrastructure-related tasks with tools such as Chef/Ansible/Terraform
• Experience with log analysis and building metrics, alerts and visuals from log data
• Strong proficiency in infrastructure-as-code tools, such as Terraform
• Strong Proficiency in Config Management tools specifically Ansible Automation Platform and Chef
• Experience with containerization technologies, such as Docker, and container orchestration platforms like Kubernetes or Amazon ECS
• Knowledge of LDAP, REST API's and current Auth
• Familiarity with GitHub and Git-based workflows
• Understanding of RDS databases and network security technologies, such as WAF
• Strong problem-solving skills and the ability to work well in a fast-paced, collaborative environment
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience managing large-scale multi-cloud or hybrid infrastructure.
• Strong background in Infrastructure as Code (Terraform, Ansible) and GitOps workflows.
• Familiarity with Kubernetes, Docker, and serverless platforms.
• Proven track record improving observability, reliability, and incident response.
• Understanding of compliance and security frameworks (SOC2, ISO 27001, FedRAMP).
• Experience implementing Zero Trust security and access models.

Role Description

The Principal Software Engineer is a highly skilled expert responsible for shaping and executing the organization’s intelligence vision. This role integrates expertise in Artificial Intelligence (AI), Machine Learning (ML), Automation, Data Analytics and Visualization to deliver transformative customer, partner, and colleague experiences that drive revenue growth and enhance productivity.

The position defines the technical direction for intelligence initiatives, leading the design, development, and deployment of robust, scalable, and secure AI solutions while fostering innovation through emerging technologies.

A critical aspect of the role is providing partnership, mentorship and technical guidance, cultivating a culture of excellence and continuous learning. Through close cross-functional collaboration across teams and stakeholders, the role ensures technical efforts are strategically aligned and deliver measurable impact. Additionally, the position plays a central role in strategic problem-solving, addressing complex challenges in intelligence systems and data pipelines, and making informed architectural decisions that ensure long-term scalability and success.

Responsibilities

• Define, drive, and communicate the technical vision for intelligence, AI, and data initiatives, ensuring alignment with CIT strategy, EPD goals, and broader organizational objectives.
• Take a holistic view of CIT systems and architecture to ensure they are scalable, reliable, secure, and maintainable over multiple years.
• Lead the design, development, and deployment of high performance AI systems, data pipelines, and intelligent services from conception through production.
• Make strategic architectural decisions to address complex AI, data, and platform challenges, balancing short term delivery with long term resilience and scalability
• Identify opportunities to simplify systems, reduce operational and security risk, and improve developer productivity.
• Contribute directly to prototyping, proof of concepts, and implementation of technical components when needed to validate strategy, de risk decisions, or accelerate progress.
• Architect, evolve, and scale AI, automation, and intelligence platforms that enable advanced analytics, personalization, search, and intelligent decision making.
• Drive innovation in intelligence models, distributed training, optimization techniques, and data engineering to maximize performance, quality, and business impact.
• Enhance search and discovery capabilities using intelligent algorithms, natural language processing, and modern data systems.
• Evaluate, select, and integrate emerging technologies in AI, ML, and automation to maintain a competitive and forward looking technical posture.
• Partner across engineering, product, design, infrastructure, and other stakeholders to ensure intelligence initiatives directly support strategic objectives.
• Translate technical capabilities and advancements into clear business outcomes that improve productivity, efficiency, and growth.
• Resolve conflicting requirements and priorities with sound technical judgment that favors long term organizational outcomes over local optimization.
• Advocate for intelligence driven solutions across the organization and influence company wide technical priorities.
• Act as a trusted technical advisor to senior engineering leadership, with IC6 scope extending to org wide and EPD level strategy.
• Provide mentorship and technical guidance to engineers and data scientists from mid level through senior, fostering continuous learning and technical excellence.
• Serve as a technical multiplier by raising the effectiveness of surrounding teams through design reviews, code reviews, architectural guidance, and pragmatic execution.
• Facilitate knowledge sharing across teams through documentation, design writeups, technical discussions, and mentorship programs.
• Act as a voice for engineers by synthesizing feedback, surfacing gaps and risks, and communicating them clearly to leadership.
• Contribute to multi year technical vision and roadmap planning, anticipating future scale, complexity, and organizational needs.
• Identify architectural, operational, and security risks early and mobilize proactive mitigation plans across org boundaries.
• Partner closely with managers, product leaders, and senior engineers to ensure ambitious initiatives remain feasible, sustainable, and well aligned.
• For IC6 scope, influence technical direction beyond CIT and partner directly with senior EPD leadership on company wide strategy.
• Lead and support critical, high impact initiatives by defining technical direction, clarifying requirements, gathering estimates, and ensuring delivery against milestones.
• Drive execution on complex projects with significant ambiguity or high cost of failure.
• Improve engineering effectiveness by championing best practices such as CI, automated testing, reliability reviews, and clear ownership models.
• Promote a bias toward action, thoughtful experimentation, and continuous learning.
• Model excellence in engineering craft, collaboration, accountability, and inclusive behavior.
• Lead by example in living Dropbox values, including integrity, ownership, simplicity, and inclusivity.
• Support hiring by interviewing, calibrating candidates against a high technical bar, and representing Dropbox authentically to candidates and partners.

Requirements

• 12+ years of professional experience in software engineering, with depth in areas such as intelligent workflows, enterprise scale AI adoption, automation, or data engineering.
• Proven track record of leading large scale, multi team technical initiatives from conception to production, including solving ambiguous problems, setting technical vision, and driving impact without direct authority.
• Strong architectural judgment and systems thinking, with the ability to balance short term delivery with long term sustainability, scalability, and operational excellence.
• Demonstrated ability to influence across teams and disciplines through technical leadership, collaboration, and sound decision making rather than formal authority.
• Experience mentoring engineers and raising the technical bar of an organization through design reviews, code reviews, and technical guidance.
• Exceptional written and verbal communication skills, with the ability to clearly explain complex technical concepts, translate technical strategy to diverse audiences, and influence stakeholders at all levels.

Role Description

The Principal Software Engineer is a highly skilled expert responsible for shaping and executing the organization’s intelligence vision. This role integrates expertise in Artificial Intelligence (AI), Machine Learning (ML), Automation, Data Analytics and Visualization to deliver transformative customer, partner, and colleague experiences that drive revenue growth and enhance productivity.

The position defines the technical direction for intelligence initiatives, leading the design, development, and deployment of robust, scalable, and secure AI solutions while fostering innovation through emerging technologies.

A critical aspect of the role is providing partnership, mentorship and technical guidance, cultivating a culture of excellence and continuous learning. Through close cross-functional collaboration across teams and stakeholders, the role ensures technical efforts are strategically aligned and deliver measurable impact. Additionally, the position plays a central role in strategic problem-solving, addressing complex challenges in intelligence systems and data pipelines, and making informed architectural decisions that ensure long-term scalability and success.

Responsibilities

• Define, drive, and communicate the technical vision for intelligence, AI, and data initiatives, ensuring alignment with CIT strategy, EPD goals, and broader organizational objectives.
• Take a holistic view of CIT systems and architecture to ensure they are scalable, reliable, secure, and maintainable over multiple years.
• Lead the design, development, and deployment of high performance AI systems, data pipelines, and intelligent services from conception through production.
• Make strategic architectural decisions to address complex AI, data, and platform challenges, balancing short term delivery with long term resilience and scalability
• Identify opportunities to simplify systems, reduce operational and security risk, and improve developer productivity.
• Contribute directly to prototyping, proof of concepts, and implementation of technical components when needed to validate strategy, de risk decisions, or accelerate progress.
• Architect, evolve, and scale AI, automation, and intelligence platforms that enable advanced analytics, personalization, search, and intelligent decision making.
• Drive innovation in intelligence models, distributed training, optimization techniques, and data engineering to maximize performance, quality, and business impact.
• Enhance search and discovery capabilities using intelligent algorithms, natural language processing, and modern data systems.
• Evaluate, select, and integrate emerging technologies in AI, ML, and automation to maintain a competitive and forward looking technical posture.
• Partner across engineering, product, design, infrastructure, and other stakeholders to ensure intelligence initiatives directly support strategic objectives.
• Translate technical capabilities and advancements into clear business outcomes that improve productivity, efficiency, and growth.
• Resolve conflicting requirements and priorities with sound technical judgment that favors long term organizational outcomes over local optimization.
• Advocate for intelligence driven solutions across the organization and influence company wide technical priorities.
• Act as a trusted technical advisor to senior engineering leadership, with IC6 scope extending to org wide and EPD level strategy.
• Provide mentorship and technical guidance to engineers and data scientists from mid level through senior, fostering continuous learning and technical excellence.
• Serve as a technical multiplier by raising the effectiveness of surrounding teams through design reviews, code reviews, architectural guidance, and pragmatic execution.
• Facilitate knowledge sharing across teams through documentation, design writeups, technical discussions, and mentorship programs.
• Act as a voice for engineers by synthesizing feedback, surfacing gaps and risks, and communicating them clearly to leadership.
• Contribute to multi year technical vision and roadmap planning, anticipating future scale, complexity, and organizational needs.
• Identify architectural, operational, and security risks early and mobilize proactive mitigation plans across org boundaries.
• Partner closely with managers, product leaders, and senior engineers to ensure ambitious initiatives remain feasible, sustainable, and well aligned.
• For IC6 scope, influence technical direction beyond CIT and partner directly with senior EPD leadership on company wide strategy.
• Lead and support critical, high impact initiatives by defining technical direction, clarifying requirements, gathering estimates, and ensuring delivery against milestones.
• Drive execution on complex projects with significant ambiguity or high cost of failure.
• Improve engineering effectiveness by championing best practices such as CI, automated testing, reliability reviews, and clear ownership models.
• Promote a bias toward action, thoughtful experimentation, and continuous learning.
• Model excellence in engineering craft, collaboration, accountability, and inclusive behavior.
• Lead by example in living Dropbox values, including integrity, ownership, simplicity, and inclusivity.
• Support hiring by interviewing, calibrating candidates against a high technical bar, and representing Dropbox authentically to candidates and partners.

Requirements

• 12+ years of professional experience in software engineering, with depth in areas such as intelligent workflows, enterprise scale AI adoption, automation, or data engineering.
• Proven track record of leading large scale, multi team technical initiatives from conception to production, including solving ambiguous problems, setting technical vision, and driving impact without direct authority.
• Strong architectural judgment and systems thinking, with the ability to balance short term delivery with long term sustainability, scalability, and operational excellence.
• Demonstrated ability to influence across teams and disciplines through technical leadership, collaboration, and sound decision making rather than formal authority.
• Experience mentoring engineers and raising the technical bar of an organization through design reviews, code reviews, and technical guidance.
• Exceptional written and verbal communication skills, with the ability to clearly explain complex technical concepts, translate technical strategy to diverse audiences, and influence stakeholders at all levels.

Role Description

We are seeking a motivated Network Engineer to join Dropbox’s Network Engineering team. You’ll work alongside senior and mid level engineers to design, implement, and optimize enterprise network infrastructure across data centers, offices, wireless networks, and cloud environments.

This role provides hands-on opportunities to build expertise in network automation, performance optimization, cloud networking, and security. You’ll support ongoing projects while helping expand the team’s capabilities in automation, observability, and cloud infrastructure consolidation.

Responsibilities

• Monitor, troubleshoot, and optimize networks using Datadog, Kentik NetFlow, and synthetic testing.
• Support datacenter and studio office network deployments, upgrades, and retrofits.
• Assist in day-to-day CorpNet operations including stand-ups and vendor calls.
• Contribute to Aruba Cloud wireless migrations and ongoing management.
• Support AWS, GCP, Azure, and OCI networking initiatives including VPC design, routing, and security optimization.
• Assist with Zscaler ZIA/ZPA/ZDX/ZCC projects including DR testing and Business Continuity deployments.
• Develop, test, and maintain network automation scripts using Ansible and Python.
• Contribute to automation of datacenter office deployments to reduce manual effort and streamline provisioning.
• Work with Terraform and CI/CD pipelines (GitHub Actions, Jenkins, ArgoCD, etc.) to enable repeatable deployments.
• Maintain and improve NetBox, Oxidized, ACL management, and IPAM systems.
• Document network architectures, procedures, and operational guides.
• Contribute to knowledge sharing by writing technical runbooks and training materials.
• Support network segmentation and traffic inspection projects to enhance security posture.
• Assist in secrets and certificate management across enterprise platforms.
• Participate in performance optimization initiatives to improve end-user experience.

On-call work may be necessary occasionally to help address bugs, outages, or other operational issues, with the goal of maintaining a stable and high-quality experience for our customers.

Requirements

• Hands-on experience with Cisco and Juniper platforms.
• Familiarity with network automation using Ansible, Python, and Terraform.
• Understanding of cloud networking concepts (AWS, GCP, Azure, OCI).
• Experience with enterprise networking technologies: DNS, DHCP, VPNs, and Wi-Fi.
• Knowledge of monitoring platforms: Datadog, Kentik, NetBox, IPAM.
• Basic familiarity with CI/CD tools (GitHub Actions, Jenkins, ArgoCD).
• Strong interest in zero trust security (Zscaler) and performance optimization.

Preferred Qualifications

• Exposure to Aruba wireless (on-prem and cloud).
• Experience with Zscaler tools (ZIA, ZPA, ZDX, ZCC).
• Knowledge of Vault or other secrets management platforms.
• Familiarity with containers and Kubernetes networking.
• Strong written skills for technical documentation and runbooks.