Product Support Representative

Role Description

In this role, you will provide exceptional support for Dropbox Sign and DocSend! We use tools such as Slack, Jira, Zendesk, and Zoom to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users.

Responsibilities

• Deliver technical support for Dropbox product based issues via email and occasionally phone

• Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner

• Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores

• Communicate customer reported issues internally and triage them to the correct team

• Document recurring issues to support product quality programs, product development, and to maintain agent resources

• Drive projects that systematically improve customer experience in alignment with CX strategy

Requirements

• 2+ years of work experience in a technical support and customer facing role

• You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS

• You have a proven track record of driving cross-functional projects from ideation to delivery while optimizing existing processes and frameworks

• You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning

• You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills

• You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve

• You excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes

• You have good judgment and the ability to maintain confidentiality of sensitive customer data

• You show real passion for our products and for creating extraordinary customer experiences

Preferred Qualifications

• Multiple years of experience on a high-volume support team and/or very deep technical knowledge

• Direct experience using trend analysis to proactively monitor customer issues and assign severity

• Experience owning customer escalations and SEVs from inception to resolution

• Experience supporting Enterprise/MidMarket customer segments

• Advanced understanding of programming languages

• Experience delivering system administration

• API Knowledge

• Basic understanding of Dropbox Sign and DocSend products

Durable Skills

AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:

• Awareness: Understand yourself and others.
• Judgment: Evaluate information and make decisions in complex situations.
• Adaptability: Learn, adjust, and stay effective through change.
• Connection: Communicate, collaborate, and build trust.

To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.

Compensation

Ireland Pay Range

€40.800—€55.200 EUR

Read more about our benefits here.

Company Description

Dropbox isn’t just a workplace—it’s a living lab for designing a more enlightened way of working. We’re a global community of bold visionaries and resourceful doers shaping the future of Dropbox and, in turn, the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, creating space for meaningful work and lasting relationships. With a startup mindset and enterprise-level opportunities, we expect Dropbox employees to think critically, stay curious, and use modern tools, including AI, to improve how work gets done. Here, you can be who you are and grow into who you’re meant to be. You own your impact, helping make work more intuitive, joyful, and human for yourself and hundreds of millions of people worldwide. If you’re ready to push boundaries and challenge yourself, Dropbox is ready for you.

Team Description

The Dropbox Customer Experience and Success (CXS) Team shapes how more than 700 million users and 575k teams worldwide interact with our products. We turn insights into actions, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience and ensure our customers achieve their desired outcomes with our products, leading to increased customer lifetime value, retention, and growth. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience and Success team.

Virtual First

Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in-person connection. We bring teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location.

This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter). We provide advance notice when possible and encourage candidates to discuss any accommodation needs during the interview process.

AI Fluency

Virtual First isn't just a policy

Committed to your growth

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