Senior Product Support Specialist

Overview

Senior Product Support Specialist for Roblox’s Trust & Safety Operations team, owning complex escalations and driving end-to-end resolution while feeding insights back into product and support content.

What you'll do

• Own the hardest escalations end to end for creator support issues.
• Drive root cause analysis with engineering and product partners.
• Turn learnings into support content that scales for human agents and automated experiences.
• Monitor creator support health metrics including resolution and escalation rates, deflection performance, and CSAT.
• Mine ticket/content/automation data to identify patterns and surface recommendations to PSM.
• Review upcoming product and policy changes and ensure support readiness before launches.
• Coordinate cross-functionally during high-severity creator-facing incidents.

What you'll need

• 7+ years in technical support, product support, or comparable operational roles, including senior/escalation tier experience.
• Demonstrated track record of independent root cause analysis on complex technical issues.
• Excellent written communication.
• Ability to explain nuanced technical failures to engineers and creators.
• Comfort with ambiguity and self-direction.
• Ability to exercise cross-functional influence without authority.
• Ability to query datasets (SQL, Tableau, or similar BI tools) and analyze diagnostic logs.

Nice to have

• Experience owning support content at scale with evidence of outcome impact (deflection, handle time, resolution quality).
• Experience writing content balancing automation and human-in-the-loop support.
• Prior experience supporting developer/creator/partner audiences rather than general consumer base.
• Working knowledge of Roblox as a creation platform (Studio, Lua, developer economy, or comparable UGC platform).

Details

• Reports to the Trust & Safety India Operations Manager.
• Location: Gurugram, Haryana, India.
• Onsite schedule: Tuesday and Wednesday and Thursday; optional presence on Monday and Friday (unless otherwise noted).