Support Engineering Intern (Summer 2025)

Job title:

Support Engineering Intern (Summer 2025)

Company:

Dropbox

Job description

Company DescriptionDropbox 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 DescriptionOver the years at Dropbox, Emerging Talent has created a variety of internships, apprenticeships, and early-in-career full time opportunities to build pathways for exceptional early career professionals to succeed at Dropbox. Supported by a community of mentors, program graduates, and fellow participants, our Emerging Talent programs are the perfect place to start your career in tech.Role DescriptionAs a Support Engineer intern, you will focus on driving enablement initiatives that deliver impactful technology and process enhancements for Customer Experience (CX). By collaborating with cross-functional teams, you will optimize workflows, develop automation, and manage technology ecosystem that powers efficient and exceptional customer support. Your work will be instrumental in scaling CX operations and elevating customer satisfaction, ensuring we continuously improve both the customer experience and support efficiency.In our work culture, you’ll connect with with Dropboxers virtually and in-person to build the foundation of a strong professional network.For Summer 2025, we offer two start dates culminating in a 12-week internship:

• 5/27 – 8/15
• 6/24 – 9/12

Responsibilities

• Perform enablement tasks to optimize CX platforms, including ticketing systems, knowledge bases, AI tools, and communication tools.
• Troubleshoot system issues and ensure high availability and performance.
• Develop AI-driven workflows to streamline customer interactions, such as smart routing, predictive case resolution, and automated escalation handling.
• Create dashboards and generate reports to monitor CX performance metrics.
• Analyze data to identify trends and opportunities for process improvement.
• Work with cross-functional teams to align tools and systems with their needs.
• Proactively suggest and implement enhancements to CX systems and processes.

Basic Qualifications

• Currently pursuing an undergraduate degree in Computer Science, Information Technology, Information Systems, Systems Engineering, or a related field with an expected graduation in 2027
• Enthusiastic about problem-solving, process improvement, technology enablement and comfortable working both independently and collaboratively with cross-functional teams.
• Knowledge of APIs, system integration, and workflow automation tools
• Have experience working in various programming languages and development environments or possess a working knowledge of at least one programming language.
• Strong analytical and problem-solving skills, with the ability to identify and implement AI-driven solutions.
• Good communication and collaboration skills to work effectively with cross-functional teams.
• Adaptable, innovative, and passionate about leveraging AI for customer success.

Preferred QualificationsTechnical Skills:

• Familiarity with coding in various languages (e.g., Python, JavaScript, Java, .NET, Ruby, etc.).
• Basic understanding of AI/ML technologies.
• Experience deploying AI technologies in customer support environments.
• Background in data science, software engineering, or CX enablement with a focus on AI.

Effective Communication:

• In addition to technical skills, the capacity to articulate complex technical ideas in simple terms is essential. Ensuring that customers comprehend solutions and instructions is a key aspect of the role.

Collaboration:

• This internship involves working closely with diverse teams like Global Support, Launch Readiness, and Engineering, Product, and Design. The ability to navigate uncertainties and collaborate effectively to address complex issues benefits both customers and Dropbox.

CompensationUS Pay Range$7,000-$8,000 USDThe rate listed above is the expected monthly rate for this role, subject to change.Dropbox is a Virtual First company and is open to hiring candidates in all authorized locations.BenefitsDropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families.Our benefits and perks programs include:

• Competitive medical, dental and vision coverage
• Flexible Time Off/Paid Time Off, paid holidays, Company-wide PTO days, Volunteer time off
• Perks Allowance to be used on what matters most to you, whether that’s productivity, learning & development, wellness, co-working space

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).

Expected salary

Location

Dublin – Austin, TX

Job date

Wed, 25 Dec 2024 07:45:18 GMT

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