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Role Description
Dropbox builds simple, powerful products for people & businesses. 500 million people around the world use Dropbox & Dropbox products, such as Dropbox Dash & Dropbox Sign, to work the way they want, on any device, wherever they go. With 200,000 businesses on Dropbox Business, were transforming everyday workflows & entire industries.
We believe technology should get out of the way, so theres no limit to what people can do. Were a thoughtful, tightly-knit team thats committed to realizing ambitious ideas.
Dropbox is seeking a Technical Content Strategist to join our Knowledge Experience & Platforms (KXP) team. In this role, youll help shape the way technical guidance is delivered to our customers, ensuring they can confidently adopt, implement, & grow with Dropbox products. You will create clear, scalable, & impactful technical documentation that enables customer success across a range of use casesfrom integrations & setup to long-term support & expansion.
In addition, youll serve as a technical enablement resource for Customer Success Managers & Global Support Agents by providing guidance on new product releases, integrations, & emerging market use cases to ensure a deep understanding & effective application of these solutions in customer interactions & ongoing support.
This is a highly collaborative role that sits at the intersection of product, support enablement, & customer enablement. Youll work closely with cross-functional teams to develop content that not only tells the technical story of Dropbox, but empowers users of all levels to get the most out of the Dropbox product suite.
Responsibilities
- Tell the technical story of Dropboxs product suite, in a way that enables all customers to get the most out of their Dropbox experience.
- Create technical user guides tailored to key departmental use cases (e.g., engineering, support), enabling customers, Customer Success Managers (CSMs), & CX support agents to drive successful product adoption, implementation, & growth.
- Document real-world use cases & best practices for installation, workspace setup, & integration of Dropbox products & features.
- Develop templates, & technical resources that help customers integrate Dropbox into their broader business application stack.
- Enable internal customer-facing teams to build loyalty with Dropbox customers by delivering clear guidance & documentation to help them manage, support, & extend Dropbox within their environments.
- Serve as a technical enablement resource for Customer Success Managers & Global Support Agents by providing guidance for new product releases, integrations, & emerging market use cases to ensure deep understanding & effective application of these solutions in customer interactions & ongoing support.
- Collaborate cross-functionally with the CX Platforms team to shape the user experience of the online CX Technical Enablement space.
Requirements
- Bachelors degree in technical documentation, computer science, journalism or English with experience developing content for B2B SaaS knowledge bases. Relative field & experience will also be considered
- 3+ years of experience in technical marketing, technical documentation development, product engineering, or solution engineering within the AI, cloud, or file syncing & sharing space
- Ability to break down complex infrastructure, cloud, or security concepts & communicate them effectively to both technical & non-technical audiences
- Experience building enablement content in tools like Highspot, AEM, Guru, or LMS platforms
- Customer obsessed, with a bias towards customer use cases & making technology useful to wide audiences
- Action-oriented self-starter with a love of making people & companies more effective, an eagerness to learn the ins & outs of how a product works, & a growth mindset driving you to roll up your sleeves to make things happen
- Passionate about Dropbox's mission & products & representing our customers needs
Preferred Qualifications
- Experience in AI prompt engineering
- Experience in AI product development in B2B SaaS industry
- Experience in customer support or customer success in SaaS industry
Compensation
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