Roblox

1 day ago

Product Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Help scale Roblox’s Trust & Safety Operations by leading incident response and owning technical escalations for high-severity issues affecting users and the platform. Improve support processes, agent efficiency, and customer experience through data-driven analysis, trend identification, and collaboration with Knowledge Management, Training, and Quality Assurance teams. Serve as a product expert to synthesize issues and enable engineering to improve the platform, including participating in on-call incident management.

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Coordinate and lead incident response for critical and high-severity issues, including assembling incident response teams and determining severity impact.
•Own technical escalations and high-priority incidents across Trust & Safety Global Scaled Operations, customers, internal escalations, and BPO agent escalations.
•Identify opportunities to improve support processes, enhance agent efficiency, reduce operating costs, and improve customer satisfaction.
•Collaborate with Knowledge Management and Training teams to develop and maintain documentation, training materials, and best practices.
•Partner with Quality Assurance to ensure process adherence, improve support workflows, and implement quality control measures.

Key Requirements

•4+ years of experience in technical support, product support, or a related role.
•Leverage SQL or Python to problem-solve and build dashboards (a plus).
•Strong understanding of customer support principles, methodologies, and best practices.
•Excellent analytical, problem-solving, and troubleshooting skills for complex technical issues.
•Experience with data analysis, reporting, trend identification, and familiarity with support ticketing systems and CRM tools.

Experience:4+ years

Skills:AnalyticalProblem-solvingTroubleshootingCommunicationStakeholder collaboration

Languages:English

Tech Stack:SQLPython

Company Brief

Roblox

Operates an online platform for user-generated games and virtual experiences, enabling creators to build, publish, and monetize interactive 3D experiences for a global community of players.

Industry: Gaming

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2004

Website LinkedIn

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Roblox

1 day ago

Product Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Coordinate and lead incident response for critical and high-severity issues, including assembling incident response teams and determining severity impact.
•Own technical escalations and high-priority incidents across Trust & Safety Global Scaled Operations, customers, internal escalations, and BPO agent escalations.
•Identify opportunities to improve support processes, enhance agent efficiency, reduce operating costs, and improve customer satisfaction.
•Collaborate with Knowledge Management and Training teams to develop and maintain documentation, training materials, and best practices.
•Partner with Quality Assurance to ensure process adherence, improve support workflows, and implement quality control measures.

Key Requirements

•4+ years of experience in technical support, product support, or a related role.
•Leverage SQL or Python to problem-solve and build dashboards (a plus).
•Strong understanding of customer support principles, methodologies, and best practices.
•Excellent analytical, problem-solving, and troubleshooting skills for complex technical issues.
•Experience with data analysis, reporting, trend identification, and familiarity with support ticketing systems and CRM tools.

Experience:4+ years

Skills:AnalyticalProblem-solvingTroubleshootingCommunicationStakeholder collaboration

Languages:English

Tech Stack:SQLPython

Company Brief

Roblox

Operates an online platform for user-generated games and virtual experiences, enabling creators to build, publish, and monetize interactive 3D experiences for a global community of players.

Industry: Gaming

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Mateo, United States

Founded: 2004

Website LinkedIn