Senior Product Support Specialist
RobloxUser-Generated Content company
Gurugram, IndiaSenior
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About the role
TL;DR
Owns complex escalations, drives root cause analysis, and creates scalable support content.
- •The Trust and Safety Operations team is focused on scaling Roblox’s Operations organization and transforming our customer experience.
- •Creators are the engine of Roblox, and their issues directly shape whether they keep building with us.
- •Key Responsibilities Own the hardest escalations end to end, drive root cause analysis, and close the loop by turning learnings into scalable support content.
- •Serve as a product expert, synthesizing user issues to prioritize and enable engineering teams to improve the platform.
- •Author and maintain internal knowledge bases and creator support content, including troubleshooting guides and resolution paths.
- •Build automation and self-service experiences, acting as a subject-matter expert.
- •Serve as a senior point of contact during high-severity incidents, coordinating across teams.
- •Requirements 7+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier.
- •Demonstrated track record of independent root cause analysis on complex technical issues.
- •Excellent written communication skills, able to explain nuanced technical failures to engineers and frustrated creators.
- •Comfort with ambiguity and genuine self-direction, able to choose problems, defend prioritization, and close tasks independently.
- •Strong cross-functional influence without authority, capable of getting engineering and product teams to care about support problems.
Required skills
SQLTableauJiraConfluenceGitLinuxREST APIGoogle Analytics
Nice-to-have skills
PythonJavaScript
Domain expertise
gaming
Tech stack
PythonJavaScriptSQLTableauJiraConfluenceGitLinuxREST APIGoogle Analytics