Taking applicationsTechnical Support·Posted 14h ago
Senior Product Support Specialist
RobloxVerified company
Gurugram, Haryana, India
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Gurugram, Haryana, India
EnglishSenior level
About the role
A senior product support role on Roblox's Trust and Safety Operations team, handling complex creator escalations and root cause analysis. It is based in Gurugram, India, with onsite work Tuesday through Thursday and a focus on knowledge content, automation, and cross-functional fixes.
What you'll do
- Own complex creator escalations end to end
- Drive root cause analysis with engineering and product
- Monitor creator support health metrics
- Mine ticket and automation data for patterns
- Author and maintain internal knowledge base
- Build automation and self-service support experiences
- Serve as senior contact during high-severity incidents
- Partner with PMs on feature supportability scorecards
What you'll need
- 7+ years in technical support, product support, or comparable operational role
- Significant senior or escalation-tier experience
- Independent root cause analysis on complex technical issues
- Excellent written communication
- Comfort with ambiguity and self-direction
- Cross-functional influence without authority
- Onsite Tuesday through Thursday in the Gurugram office
Skills
Technical supportProduct supportRoot cause analysisKnowledge base authoringAutomation and self-service contentEscalation managementSQL/Tableau diagnosticsCross-functional collaboration
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