- Company: Roblox
- Location: Gurugram, Haryana, India
- Job type: Full-time
About the role
Roblox is hiring a Senior Product Support Specialist to join the Trust and Safety Operations team in Gurugram. You will report to the Trust & Safety India Operations Manager and work with a team supporting global players, developers, and advertisers. This role involves owning high-level escalations, collaborating with engineering and product teams, and creating scalable support content.
Responsibilities
- Monitor support health metrics such as resolution rates, CSAT, and escalation trends to identify gaps.
- Lead root cause analysis for complex, cross-functional issues affecting creators.
- Review upcoming product changes to ensure support readiness and agent training.
- Author and maintain internal knowledge bases, troubleshooting guides, and decision trees.
- Develop automation and self-service content, flagging areas where automated answers are incorrect.
- Act as a senior point of contact during high-severity incidents and coordinate with engineering and communications.
- Partner with Product Managers to provide feedback on the supportability of new features.
Requirements
- 7+ years of experience in technical or product support, with significant time in senior or escalation tiers.
- Proven ability to perform independent root cause analysis on complex technical issues.
- Excellent written communication skills, capable of explaining technical failures to both engineers and users.
- Strong self-direction and ability to work independently with high ambiguity.
- Ability to influence cross-functional teams (engineering and product) without direct authority.
Pay and benefits
Roblox provides equal employment opportunities and reasonable accommodations during the recruiting process. The role is based in an office with onsite presence required on Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.
How to apply
Apply directly on Roblox’s own careers website. Omadaily never charges job seekers.
