Roblox4 days ago
Senior Product Support Specialist
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
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Gurugram
Responsibilities
- 01Support health and proactive gap identification
- 02Co-monitor the health of creator support: contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT, and where creators are getting stuck
- 03Mine ticket, content, and automation data for patterns: recurring issues, missing coverage, misleading documentation, product gaps and surface them proactively with a recommendation attached to the PSM
- 04Independently own root cause analysis for complex, high-impact, and ambiguous creator issues including ones that cross product, platform, and policy boundaries
- 05Get ahead of launches: review upcoming product and policy changes, pressure test them from a support perspective, and make sure content, tooling, and agent readiness are in place before creators feel the change
- 06Support PSM in preparing RCA or post launch report to surface to all concerned stakeholder (engineering, product, operations etc)
- 07Report clearly and regularly to support and product leadership on where creator support is strong, where it's degrading, and what you propose to do about it
- 08Drive operational excellence in how creator support runs: hold the line on quality standards, tighten workflows and handoffs between support, engineering, and product, eliminate manual toil through better process and tooling, and treat every process change as something to be measured rather than assumed
- 09Partner directly with Product Managers (PMs) during alpha/beta testing phases to provide a Supportability Scorecard for major upcoming platform features
- 10Author and maintain the authoritative internal knowledge base agents rely on which includes but is not restricted to troubleshooting guides, decision trees, macros, policy interpretations and keep it accurate as the product changes underneath it
- 11Own creator support content, which includes intent-ready articles, structured resolution paths, and clear, unambiguous source material for support agents to rely on
- 12Build automation and self-service experiences, supplying the content and acting as a subject-matter judgment behind them, and flagging where automation is producing wrong or incomplete answers
- 13Serve as a senior point of contact during high-severity creator-facing incidents, coordinating across support, engineering, and comms, when needed
- 14Raise the bar on escalation quality across the team by setting the standard for what a well-formed escalation looks like, and reduce the volume that shouldn't have escalated in the first place
Requirements
- 017+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier
- 02A demonstrated track record of independent root cause analysis on complex technical issues
- 03Excellent written communication
- 04Ability to explain a nuanced technical failure to an engineer and to a frustrated creator
- 05Comfort with ambiguity and genuine self-direction
- 06Strong cross-functional influence without authority, you can get engineering and product to care about a support problem