Senior Product Support Specialist

Roblox
Gurugram
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 7+ yearsSkills: ["Written communication","Independent root cause analysis","Cross-functional influence","Comfort with ambiguity","Self-direction"]

Own the hardest escalations for Roblox creators and drive end-to-end resolution: monitor support health, identify gaps, perform independent root cause analysis with engineering and product partners, and close the loop by scaling knowledge and support content. Serve as a product expert to synthesize issues for prioritization, improve operational excellence in workflows and tooling, and provide high-severity incident support and escalation standards across the Safety Ops team.

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FursaFursa
Roblox
Roblox
2 days ago

Senior Product Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own the hardest escalations for Roblox creators and drive end-to-end resolution: monitor support health, identify gaps, perform independent root cause analysis with engineering and product partners, and close the loop by scaling knowledge and support content. Serve as a product expert to synthesize issues for prioritization, improve operational excellence in workflows and tooling, and provide high-severity incident support and escalation standards across the Safety Ops team.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Support health and proactively identify gaps by co-monitoring creator support performance across resolution, reopen/escalation, deflection, and CSAT.
  • •Mine ticket, content, and automation data to surface patterns, missing coverage, misleading documentation, product gaps, and recommended next steps to the PSM.
  • •Independently own root cause analysis for complex, high-impact, ambiguous creator issues, including those spanning product, platform, and policy boundaries.
  • •Get ahead of launches by reviewing upcoming product/policy changes, pressure-testing from a support perspective, ensuring readiness, and supporting pre-/post-launch reporting.
  • •Author and maintain support knowledge and automation/self-service content (troubleshooting guides, decision trees, macros, policy interpretations), and act as a senior point of contact during high-severity incidents.

Key Requirements

  • •7+ years in technical support, product support, or a comparable operational role with significant time at a senior or escalation tier.
  • •Demonstrated independent root cause analysis on complex technical issues.
  • •Excellent written communication to explain nuanced technical failures to engineers and frustrated creators.
  • •Comfort with ambiguity and self-direction; defend prioritization and close out work without being managed.
  • •Strong cross-functional influence without authority to drive engineering and product to care about support problems.
Experience:7+ yearsTechnical supportProduct supportOperations
Skills:Written communicationIndependent root cause analysisCross-functional influenceComfort with ambiguitySelf-direction
Languages:English
Tech Stack:SQLTableauLuaStudio

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