Description

You will own technical escalations and high-priority incidents for Roblox Trust & Safety Global Scaled Operations, including on-call support.

This role is on-site.

Responsibilities

• Coordinate and lead incident response activities for critical and high-severity issues.
• Assemble and manage incident response teams to resolve complex technical problems.
• Proactively identify opportunities to improve support processes, reduce operating costs, and enhance customer satisfaction.
• Collaborate with Knowledge Management and Training teams to develop documentation, training materials, and best practices.
• Work with Quality Assurance teams to ensure process adherence and implement quality control measures.

Required Skills

• 5+ years of experience in technical support, product support, or a related role.
• Proficiency in SQL and Python for data analysis and troubleshooting.
• Experience with CRM tools and support ticketing systems.
• Strong understanding of customer support principles and methodologies.
• Data analysis capabilities to identify trends and improve workflows.
• Ability to manage cross-functional collaboration effectively.
• Strong problem-solving skills with a focus on incident management.

Preferred Skills

• Experience with on-call support rotations for global scaled operations.
• Background in Trust & Safety or content moderation technical workflows.

Key Skills

Education

Any Graduate