Product Support Specialist

Roblox
Gurugram
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Analytical","Problem-solving","Troubleshooting","Communication","Stakeholder collaboration"]

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.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Roblox
Roblox
1 month ago

Product Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

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
WebsiteLinkedIn