Roblox

Senior Software Engineer - Customer Care

San Mateo, CA US
USD 233k - 283k
SQL Go Machine Learning
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Description

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. 

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. 

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

WHY SAFETY?

At Roblox, we aim 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 tool belt 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.

WHY CUSTOMER CARE

We are looking for a Senior Software Engineer to help found our Customer Care team within the Trust & Safety organization. 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 report into the Engineering Manager for the Customer Care team.

You Will:

  • Build systems to address support issues. This may involve building backend services working at high scale, security systems, and tools to support our operation teams.
  • Automate the customer support process, working toward creating an automated yet personal customer support tool.
  • Collaborate with bleeding edge Machine Learning teams to build at-scale intelligent systems.

You Have:

  • 7+ years of experience in software development
  • 7+ years of experience building and shipping products to production
  • Experience using big data query/processing languages and tools such as SQL, Hive, and Airflow
  • Experience incorporating latest LLM models into live product environments

You Are:

  • A Technical Leader: You have initiated and facilitated challenging technical solutions. Your technical expertise influences product direction.
  • Analytical: Excited to investigate large, ambiguous problems, and measure 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.
For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future.  All full-time employees are also eligible for equity compensation and for benefits.
Annual Salary Range
$233,840$283,780 USD

Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).

You’ll Love: 

  • Industry-leading compensation package
  • Excellent medical, dental, and vision coverage
  • A rewarding 401k program
  • Flexible vacation policy
  • Roflex - Flexible and supportive work policy 
  • Roblox Admin badge for your avatar
  • At Roblox HQ: 
    • Free catered lunches five times a week and several fully stocked kitchens with unlimited snacks
    • Onsite fitness center and fitness program credit
    • Annual CalTrain Go Pass

Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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