• 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. • Conduct stakeholder and subject matter expert (SME) interviews as part of the discovery phase of content development. • Manage stakeholder review cycles, setting and managing timeline expectations, and discerning what is actionable feedback and applying updates to content. • Participate in audits and research to drive case studies around ideal customer profile (ICP) to target areas of impact.

• Collaborate with the marketing lead to finalize the content strategy and direction of content pieces needed to fulfill their goals. • Create authoritative knowledge base content pieces that present the client as an authority and follow all best practices to drive rankings and conversions. • Conduct desk research using credible technical and regulatory sources, which will be provided and shared by the client. • Conduct internal interviews with provided subject matter experts, which will include preparing short questions beforehand, booking and running interviews, and taking notes or arranging transcriptions with follow-up clarification as-needed. • Proofread and edit content to ensure accuracy, clarity, and consistency in messaging that aligns with the tone and brand.

• Support client application development environments • Provide user support and customer service on company supported computer applications and platforms • Develop requirements for system enhancements and document system requirements, guides, manuals and reports • Troubleshoot problems and advise on the appropriate action as needed • Quickly and patiently respond to end users and internal users for web-based applications using the Service Desk ticketing system • Apply troubleshooting skills to resolve customer's technical issues • Interface with internal teams to resolve problems • Investigate detailed agency application status • Develop system requirements documents, user guides and other system documentation and reports as needed

• Work cross-functionally with Engineering, Product, Support, and more to create best-of-breed documentation that ensures customer success. • Produce documentation with unified examples, consistent style, and jaw-dropping quality. • Create documentation in an SEO-friendly, LLM-optimized, searchable, browsable, and automated way.