Senior Software Engineer, Customer Care

WHY SAFETY?

At Roblox, we strive to connect a billion people with optimism and civility, and the Safety organization’s mission is to become the leader in civil immersive online communities. We systematically detect, remove, and prevent problematic content and behavior, and we make Roblox accounts secure and free from compromise. We cover a broad area of the tech spectrum, including machine learning, classifiers for 3D models, experimentation, automation, detection workflows, and AI-powered text filters. Aligned and partnering with product teams, we use this toolbelt to discover new opportunities, influence and shape the product roadmap and prioritization, build safety products, and measure the impact on our community of users and developers. In doing so, we keep Roblox safe, civil, and inclusive, and we foster positive relationships between people around the world.

WHY CUSTOMER CARE

We are looking for a Senior Software Engineer for our Customer Care team within the Trust & Safety org. You will support Roblox users by working with our Customer Support agents and Roblox development community on problems that have not been solved before. You will be responsible for large parts of Roblox's public and internal facing applications.

You Will:

• Build systems to address support issues. This will involve building high scale backend services and some work on customer-facing web applications.
• Build platform features to support product teams across the company in ensuring customer care in every part of Roblox.
• Automate the customer support process, working toward creating an automated yet personal customer support tool.
• Collaborate with leading Machine Learning teams to build at-scale intelligent systems.
• Report to Engineering Manager.

You Have:

• A BS degree (or equivalent professional experience) in Computer Science or related engineering field with at least 6 years of hands-on experience.
• proven experience in large-scale, backend architecture, API design, data modeling, and SQL / NoSQL data storage.
• Experience building web applications (using modern frontend frameworks such as React, Vue), as well as internal tooling & APIs to support large-scale infrastructure
• Experience in programming languages such as Javascript, Go, C#, Java, or similar

You Are:

• A Technical Leader: You have initiated and facilitated challenging technical solutions. Your technical expertise influences product direction. You foster a culture of technical excellence.
• Versatile: You're a jack of all trades and you are comfortable with several languages and technologies already; you are adaptable in any situation. You are resourceful, and take a creative and strategic approach to solving hard problems.
• Analytical: Excited to investigate large, ambiguous problems, and quantify the problems and the solutions.
• User Oriented: You always start with the needs of the user, whether they are Roblox users or internal engineers before architecting a solution.
• Team Oriented: You lift up your peers and find ways to make the team stronger