Lead incident response for critical/high-severity issues across Eng, Product and teams.
Manage and resolve escalations affecting Roblox users and operations.
Identify trends to improve support processes and reliability.
Collaborate with Knowledge Management and Training to maintain docs and training.
Work with QA to ensure process adherence and improve QA.
Contribute to launching new support streams with subject matter expert guidance.

🎯 Requirements

3+ years in technical or product support.
Experience using SQL or Python for problem solving.
Strong knowledge of customer support principles and best practices.
Analytical, problem-solving, and troubleshooting skills.
Strong written and verbal communication for diverse audiences.
Collaborates effectively with cross-functional teams.
Willing to participate in on-call incident management.

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