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Product Support Incident Specialist

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Roblox

2mo ago

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Gurgaon

AI generated summary

  • You need 3+ years in data analysis with SQL/Python, strong communication skills, multitasking ability, on-call support willingness, and a relevant bachelor’s degree or equivalent experience.
  • You will coordinate incident responses, manage critical issues, analyze trends, collaborate on solutions, and develop processes for technical problem resolution and user self-help.

Requirements

  • 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

Responsibilities

  • 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.

FAQs

What is the primary focus of the Product Support Incident Specialist role?

The primary focus of the Product Support Incident Specialist role is to handle and resolve issues and high-impact incidents affecting Roblox users and the platform, while ensuring rapid response and high reliability in service quality.

What kind of experience is required for this position?

This position requires 3+ years of experience using data analysis and leveraging SQL or Python for problem solving and dashboarding.

Will I need to participate in on-call support?

Yes, participation in on-call support for incident management issues is required.

What educational background is preferred for this role?

A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, or equivalent work experience in operations incident management.

What type of communication skills are necessary for this position?

Strong written and verbal communication skills are necessary to present complex data to both technical and non-technical stakeholders, as well as to address executive critical issues.

What benefits are offered to employees at Roblox?

Employees at Roblox receive an industry-leading compensation package, excellent medical, dental, and vision coverage, a rewarding 401k program, a flexible vacation policy, and various in-office perks such as free catered lunches and a fitness center.

Where is the job located, and what is the work structure?

The job is located at Roblox's San Mateo, CA Headquarters, and the work structure is hybrid, requiring in-office presence on Tuesday, Wednesday, and Thursday, with optional in-office work on Monday and Friday.

What qualities are sought in candidates for this position?

Candidates should be innovative, analytical, proactive problem solvers, and team-oriented individuals who can anticipate potential problems and take significant actions to solve them.

Is there an opportunity for professional growth in this role?

Yes, this role offers opportunities to shape the future of human interaction, solve unique technical challenges at scale, and work closely with engineering teams to improve product reliability.

How does Roblox promote a diverse and inclusive workplace?

Roblox provides equal employment opportunities to all employees and applicants, prohibits discrimination and harassment of any type, and offers reasonable accommodations for candidates during the interview process.

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Roblox

Reimagining the way people come together.

Technology
Industry
1001-5000
Employees
2004
Founded Year

Mission & Purpose

Roblox's vision is to reimagine the way people come together. Our mission is to connect a billion people with optimism and civility. What is Roblox? Roblox is a platform where people come together virtually to share experiences. Every day, tens of millions of people from around the world come to Roblox to learn, work, play, connect, communicate, and socialize in immersive digital experiences all built by a global community of creators. Powered by Creators Roblox is powered by a global community of millions of developers and creators who produce their own immersive multiplayer experiences each month using Roblox Studio, our intuitive desktop design tool. Any experience imaginable can be created on Roblox. How Popular? Roblox is ranked as one of the top entertainment platforms for audiences under the age of 18 based on average monthly visits and time spent (Comscore). Our popularity is driven purely by the community with millions of people signing up through word of mouth every month.