---
title: 'Senior Product Support Specialist at Roblox'
canonical: 'https://feeny.ai/job/senior-product-support-specialist-roblox-gurugram-haryana-mn12t2z5mp36'
type: 'job'
last_seen: '2026-09-15'
---

# Senior Product Support Specialist at Roblox

- **Company:** Roblox
- **Location:** Gurugram Haryana, India
- **Posted:** 2026-08-19
- **Last confirmed live:** 2026-09-15
- **Apply:** https://careers.roblox.com/jobs/8111889?gh_jid=8111889

## 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.

## About the Role

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. Creators are the engine of Roblox. When something breaks for them, whether it is a broken publish flow, a payout that didn't land, an asset that won't upload, how quickly and how well we resolve it directly shapes whether they keep building with us.

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 Senior Product Support Specialist on our Safety Ops Team, you’ll own the hardest escalations end to end, drive root cause analysis with engineering and product partners, and then close the loop by turning what you learn into support content that scales for both our human agents and our automated support experiences.

Additionally, you will serve as a product expert working closely with the Product Support Management team, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform. You'll operate with a high degree of independence.

You Will

Support health and proactive gap identification

- Co-monitor the health of creator support: contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT, and where creators are getting stuck.
- Mine ticket, content, and automation data for patterns: recurring issues, missing coverage, misleading documentation, product gaps and surface them proactively with a recommendation attached to the PSM.
- Independently own root cause analysis for complex, high-impact, and ambiguous creator issues including ones that cross product, platform, and policy boundaries..
- Get ahead of launches: review upcoming product and policy changes, pressure test them from a support perspective, and make sure content, tooling, and agent readiness are in place before creators feel the change. Support PSM in preparing RCA or post launch report to surface to all concerned stakeholder (engineering, product, operations etc)
- Report clearly and regularly to support and product leadership on where creator support is strong, where it's degrading, and what you propose to do about it.
- Drive operational excellence in how creator support runs: hold the line on quality standards, tighten workflows and handoffs between support, engineering, and product, eliminate manual toil through better process and tooling, and treat every process change as something to be measured rather than assumed. Where the current way of working is the bottleneck, you name it and fix it.
- Product Feedback Loop: Partner directly with Product Managers (PMs) during alpha/beta testing phases to provide a "Supportability Scorecard" for major upcoming platform features.

Knowledge & Support Content

- Author and maintain the authoritative internal knowledge base agents rely on which includes but is not restricted to troubleshooting guides, decision trees, macros, policy interpretations and keep it accurate as the product changes underneath it.
- Own creator support content, which includes (but is not limited to) intent-ready articles, structured resolution paths, and clear, unambiguous source material for support agents to rely on.
- Build automation and self-service experiences, supplying the content and acting as a subject-matter judgment behind them, and flagging where automation is producing wrong or incomplete answers.
- Serve as a senior point of contact during high-severity creator-facing incidents, coordinating across support, engineering, and comms, when needed
- Raise the bar on escalation quality across the team by setting the standard for what a well-formed escalation looks like, and reduce the volume that shouldn't have escalated in the first place

You Have

- 7+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier.
- A demonstrated track record of independent root cause analysis on complex technical issues.
- Excellent written communication. You have the ability to explain a nuanced technical failure to an engineer and to a frustrated creator.
- Comfort with ambiguity and genuine self-direction. You choose your own problems, defend your prioritization, and close things out without being managed.
- Strong cross-functional influence without authority, you can get engineering and product to care about a support problem.

## Nice to Have

- Experience owning support content at scale, with real evidence that your content changed outcomes (deflection, handle time, resolution quality).
- Experience writing or structuring content balancing automation driven human in the loop support, self-service, etc.
- Prior experience supporting a developer, creator, or partner audience rather than a general consumer base.
- Working knowledge of Roblox as a creation platform; Studio, Lua, the developer economy or comparable experience with a UGC platform.
- Data & Diagnostic Proficiency: Comfortable querying datasets (SQL, Tableau, or similar BI tools) and analyzing diagnostic logs to isolate bugs before routing to engineering.

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. [careers.roblox.com/jobs/7540814](https://careers.roblox.com/jobs/7540814) – Senior Software Engineer, Fullstack job posting

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