Senior Product Support Specialist

The role

You will own complex escalations and drive root cause analysis for creator issues. You will also provide product feedback to engineering teams and author support content for agents and automation.

What you will do

• Co-monitor creator support health including contact drivers and resolution rates
• Mine ticket, content, and automation data for patterns and product gaps
• Independently own root cause analysis for complex creator issues
• Review upcoming product and policy changes to ensure agent readiness
• Report to support and product leadership on creator support status
• Drive operational excellence by tightening workflows and eliminating manual toil
• Partner with Product Managers during alpha/beta testing to provide a Supportability Scorecard
• Author and maintain the internal knowledge base including troubleshooting guides
• Own creator support content including intent-ready articles and resolution paths
• Build automation and self-service experiences

Required qualifications

• 7+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier
• Demonstrated track record of independent root cause analysis on complex technical issues
• Excellent written communication
• Comfort with ambiguity and genuine self-direction
• Strong cross-functional influence without authority

Nice to have

• Experience owning support content at scale
• 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

About the company

Roblox is building tools and a platform that empower a global community of developers and creators to bring immersive digital experiences to life. The company aims to connect a billion people with optimism and civility.