Dropbox is a Virtual First company. For this role, we are currently only authorized to hire candidates from the following provinces: Alberta, British Columbia, Ontario, and Saskatchewan.
Role Description
As an Implementation Architect at Dropbox, you will help customers successfully configure, implement, and launch Dropbox solutions across SMB, mid-market, and enterprise environments.You will own multiple concurrent implementations, guiding customers through configuration, integrations, identity setup, migrations, testing, enablement, go-live, and post-launch handoff. You will translate agreed solution designs into practical implementation plans, identify risks early, troubleshoot common technical issues, and keep customers and internal teams aligned through delivery.
This role is designed for someone with hands-on experience implementing SaaS products who can independently deliver standard and moderately complex implementations using established approaches. You will work closely with Technical Architects, Customer Success, Support, Sales, and partners. You will also help improve implementation consistency by contributing lessons learned, reusable documentation, and practical feedback from customer deployments.
Responsibilities
- Own several concurrent customer implementations from kickoff through configuration, testing, go-live, and post-launch handoff.
- Translate agreed solution designs and customer requirements into clear implementation plans, milestones, dependencies, and acceptance criteria.
- Support enterprise identity and access use cases including SSO/SAML, SCIM, identity provisioning, and permission configuration.
- Lead customer implementation workshops, technical working sessions, status meetings, enablement sessions, and implementation handoffs.
- Troubleshoot implementation issues using established tools, documentation, and escalation paths; identify when issues require support from Technical Architecture, Engineering, Security, Product, or Support.
- Document implementation decisions, configurations, testing results, risks, and handoff requirements clearly for customers and internal teams.
- Use approved AI and technical tools to accelerate implementation documentation, troubleshooting, scripting, testing, and knowledge capture while maintaining responsibility for output quality and accuracy.
Requirements
- Own several concurrent customer implementations from kickoff through configuration, testing, go-live, and post-launch handoff.
- Translate agreed solution designs and customer requirements into clear implementation plans, milestones, dependencies, and acceptance criteria.
- Support enterprise identity and access use cases including SSO/SAML, SCIM, identity provisioning, and permission configuration.
- Lead customer implementation workshops, technical working sessions, status meetings, enablement sessions, and implementation handoffs.
- Troubleshoot implementation issues using established tools, documentation, and escalation paths; identify when issues require support from Technical Architecture, Engineering, Security, Product, or Support.
- Document implementation decisions, configurations, testing results, risks, and handoff requirements clearly for customers and internal teams.
- Use approved AI and technical tools to accelerate implementation documentation, troubleshooting, scripting, testing, and knowledge capture while maintaining responsibility for output quality and accuracy.
Preferred Qualifications
- Experience implementing enterprise collaboration, content management, workflow automation, productivity, or adjacent SaaS platforms.
- Experience with content migration tools or large-scale data movement.
- Familiarity with scripting using Python, JavaScript, or a comparable language.
- Experience working with REST APIs, authentication models, webhooks, or integration platforms.
- Familiarity with AI-assisted technical workflows such as Cursor, Codex, Claude Code, or similar tools.
- Experience creating reusable implementation documentation, templates, or delivery playbooks.
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
Canada Pay Range
$133,000—$180,000 CAD
The range listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change.
Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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
- Ownership: You use AI responsibly by protecting data, applying sound judgment, and taking accountability for the quality and accuracy of your work.
- Experimentation: You explore new AI capabilities and apply them to improve workflows within approved tools and practices.
- Leverage: You use AI to enhance thinking, improve efficiency, and increase your impact and your team’s.
- Learning: You stay current on emerging AI tools and trends, continuously build your skills, and share what you learn with others.
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.
