Technical Content Strategist

Role Description

Dropbox builds simple, powerful products for people and businesses. 500 million people around the world use Dropbox and Dropbox products, such as Dropbox Dash and Dropbox Sign, to work the way they want, on any device, wherever they go. With 200,000 businesses on Dropbox Business, we’re transforming everyday workflows and entire industries.

We believe technology should get out of the way, so there’s no limit to what people can do. We’re a thoughtful, tightly-knit team that’s committed to realizing ambitious ideas.

Dropbox is seeking a Technical Content Strategist to join our Knowledge Experience and Platforms (KXP) team. In this role, you’ll help shape the way technical guidance is delivered to our customers, ensuring they can confidently adopt, implement, and grow with Dropbox products. You will create clear, scalable, and impactful technical documentation that enables customer success across a range of use cases—from integrations and setup to long-term support and expansion.

In addition, you’ll serve as a technical enablement resource for Customer Success Managers and Global Support Agents by providing guidance on new product releases, integrations, and emerging market use cases to ensure a deep understanding and effective application of these solutions in customer interactions and ongoing support.

This is a highly collaborative role that sits at the intersection of product, support enablement, and customer enablement. You’ll 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 Dropbox’s 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), and CX support agents to drive successful product adoption, implementation, and growth. 
• Document real-world use cases and best practices for installation, workspace setup, and integration of Dropbox products and features. 
• Develop templates, and 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 and documentation to help them manage, support, and extend Dropbox within their environments.
• Serve as a technical enablement resource for Customer Success Managers and Global Support Agents by providing guidance for new product releases, integrations, and emerging market use cases to ensure deep understanding and effective application of these solutions in customer interactions and 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 and 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 and sharing space
• Ability to break down complex infrastructure, cloud, or security concepts and communicate them effectively to both technical and 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 and making technology useful to wide audiences
• Action-oriented self-starter with a love of making people and companies more effective, an eagerness to learn the ins and outs of how a product works, and a growth mindset driving you to roll up your sleeves to make things happen
• Passionate about Dropbox's mission and products and 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