Product Support Incident Specialist

The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox’s Operations organization and redefining our customer experience through our multi-year vision and strategy execution.

You will be reporting to the Senior Manager, Product Support. The team provides support to Roblox’s global players, developers, and advertisers. As a Product Support Incident Specialist on our Safety Ops Team, focused on Escalations and Product Reliability, you will play a critical role in handling and resolving issues 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, maintaining high reliability and service quality. Additionally, you will serve as a product reliability guide, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the reliability of our platform.

You Will:

• Coordinate the incident response activities, gather the response team, and set up a virtual command center for communication and collaboration. Due to its potential impact, make critical decisions to classify the incident as ‘critical’.
• Take ownership of technical critical issues and high-priority incidents related to Roblox Trust & Safety Global Scaled Operations, customers, internal critical issues, and high priority BPO agent issues.
• Synthesize technical issues reported by customers, identify trends, and partner with engineering teams on issue identification and resolution.
• Build and maintain a product reliability framework of ongoing issues, troubleshooting steps, and connect with internal and external team's status.
• Collaborate with other multi-functional teams to implement process improvements, resolve problems, triage trends, build knowledge and facilitate the steps required to eliminate future incidents.
• Build and maintain processes for resolving technical platform issues to enable users to self help.

You Have:

• 3+ years experience using data analysis and leveraging SQL or Python to problem solve and dashboard
• Ability to multitask, prioritize tasks, handle pressure well in a fast-paced environment and work independently as well as collaboratively.
• Strong written and verbal communication needed to present complex data to technical and non-technical stakeholders and executive critical issues
• Must be willing to participate in on-call support for incident management issues
• Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent work experience in operations incident management

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 significant action to solve them.
• Team-oriented: You lift up your peers and find ways to make the team stronger.