--- title: 'Product Support Specialist at Roblox' canonical: 'https://feeny.ai/job/product-support-specialist-roblox-gurugram-haryana-ckavdme7jj87' type: 'job' last_seen: '2026-09-09' --- # Product Support Specialist at Roblox - **Company:** Roblox - **Location:** Gurugram Haryana, India - **Posted:** 2026-07-29 - **Last confirmed live:** 2026-09-09 - **Apply:** https://careers.roblox.com/jobs/8070027?gh_jid=8070027 ## Job description Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox’s Operations organization and transforming our customer experience through our multi-year vision and strategy execution. You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Roblox’s global players, developers, and advertisers. As a Product Support Specialist on our Safety Ops Team, you’ll be focused on Escalations, Product Reliability, Process Improvement and Design along with playing a critical role in managing and resolving escalations and high-impact incidents affecting our Roblox users and platform. You will coordinate across multiple teams to ensure rapid response to minimize the impact on customers and business operations, identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality. Additionally, you will serve as a product expert working closely with the PSM team, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform. You Will: - Coordinate and lead incident response activities for critical and high-severity issues, assemble and manage incident response teams, including representatives from Engineering, Product, and other relevant teams along with assessing incident impact and determining severity levels. - Take ownership of technical escalations and high-priority incidents related to Roblox Trust & Safety Global Scaled Operations, customers, internal escalations, and high priority BPO agent escalations. - Proactively identify opportunities to improve support processes, enhance agent efficiency, reduce operating costs, and improve overall customer satisfaction. - Collaborate with Knowledge Management and Training teams to develop and maintain documentation, training materials, and best practices based on issue trends and resolutions. - Work with Quality Assurance teams to ensure process adherence, identify areas for improvement in support workflows, and implement quality control measures. - Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise and process guidance. You Have: - 4+ years of experience in a technical support, product support, or related role. Experience in leveraging SQL or Python to problem solve and dashboard can be a plus. - Strong understanding of customer support principles, methodologies, and best practices. - Excellent analytical, problem-solving, and troubleshooting skills, with the ability to diagnose and resolve complex technical issues. - Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to diverse audiences. - Demonstrated ability to collaborate effectively with cross-functional teams, build relationships, and influence stakeholders. - Experience with data analysis, reporting, and identifying trends to drive process improvements. - Familiarity with support ticketing systems, CRM tools, and other relevant support technologies. - Must be willing to participate in on-call support for incident management issues. You Are: - Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals. - Analytical: Excited to investigate large, ambiguous problems, and measure the problems and the solutions. - Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them. - Team-oriented: You lift up your peers and find ways to make the team stronger. - Data-Driven: Uses data to identify trends, measure results, and drive decision-making Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted). Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process. For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time. ## About Roblox ## Company Overview - **One-liner**: Roblox is a global platform where millions of people create, play, and connect in immersive 3D experiences built by a community of developers and creators. - **Entity Type**: Public (NYSE: RBLX) - **Headquarters**: San Mateo, California, United States - **Founded**: 2004 - **Founders**: David Baszucki and Erik Cassel ## Core Business - Primary industry: Online gaming platform and creation system - Target customers: B2C (players, especially children and teens) and B2B (creators/developers who build experiences) - Mission: “Reimagine the way people come together” and “connect a billion people with optimism and civility” ## Products & Services - **Roblox Platform**: An immersive 3D experience where users can play millions of user-generated games and social experiences. Accessible on mobile, console, desktop, and web. - **Roblox Studio**: Free, powerful creation tool that allows developers to build, publish, and monetize their own 3D experiences using Lua scripting. - **Roblox Economy**: Virtual currency (Robux) used to purchase in-experience items, avatar accessories, and developer products. Developers earn real money through the Developer Exchange program. - **Safety & Moderation Systems**: Multiple layers of content moderation including text filtering, safe training data, and Vision-Language Models to enforce Community Standards. ## Market Standing - **Valuation/Market Cap**: As a public company, market cap fluctuates. Recent reports place it around $30–35 billion (early 2026). - **Key Metric**: Over 150 million daily active users (DAU) and 45 million concurrent users (greater than the population of Canada). Annual revenue for 2024 was approximately $3.5 billion. - **Notable Investors/Partners**: Public shareholders; major institutional investors include Vanguard, BlackRock, and others. Strategic partners include Sony, Walmart, and various entertainment brands. - **Growth Signals**: Scaling toward a goal of 1 billion users; expanding into AI with generative AI and 3D foundation models; opening a new immersive Careers Experience on the platform; strong early-career hiring and internship programs. ## Competitive Advantages - **Massive Network Effects**: The more creators build, the more players join, attracting even more creators. This flywheel is difficult for competitors to replicate. - **User-Generated Content Ecosystem**: Roblox Studio empowers millions of creators to generate endless fresh content, keeping the platform sticky and diverse. - **Safety by Design**: Proactive, layered moderation and AI-driven safety features build trust with parents and regulators. - **Cross-Platform Ubiquity**: Seamless experience across mobile, desktop, console, and web, reaching a broad global audience. ## Strategic Focus - **AI & Machine Learning**: Investing heavily in generative AI tools for creators, machine learning systems for the economy, and 3D foundation models. - **Scaling Infrastructure**: Building backend services and data centers capable of supporting a billion users. - **Immersive Experiences**: Expanding beyond gaming into social, education, commerce, and live events (e.g., concerts, brand activations). - **Creator Monetization**: Enhancing tools and revenue-sharing to attract and retain top developers. ## Why Work Here - **Culture & Values**: “Respect the Community, Take the Long View, Be Responsible, Get Stuff Done.” Emphasis on innovation, continuous learning, and ownership. - **Work Model**: Hybrid – onsite Tuesday, Wednesday, Thursday in San Mateo; optional Monday and Friday. - **Compensation & Benefits**: Competitive base salary (e.g., Senior Fullstack Engineer: $242,100–$293,800), plus equity and comprehensive benefits focusing on health, wealth, and happiness. - **Career Growth**: Early ownership, mentorship from industry leaders, and the chance to ship features to hundreds of millions of users. Interns work on real projects that often go live. - **Assessment-First Hiring**: Early-career roles use skills-based assessments (coding, problem-solving, decision-making) to reduce bias and level the playing field. - **Diverse Technical Challenges**: Work across AI, real-time communication, massive data processing, 3D rendering, and more. ## Sources 1. [careers.roblox.com](https://careers.roblox.com/) – Careers homepage, values, and culture 2. [about.roblox.com/engineering](https://about.roblox.com/engineering) – Engineering overview and roles 3. [about.roblox.com/newsroom/2026/01/now-live-the-immersive-roblox-careers-experience](https://about.roblox.com/newsroom/2026/01/now-live-the-immersive-roblox-careers-experience) – 2026 Careers Experience announcement 4. [careers.roblox.com/early-career](https://careers.roblox.com/early-career) – Early career programs and assessment process 5. 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