Senior Software Engineer, Customer Care

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 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 and proactively detect, remove, and prevent problematic content and behavior, and we make Roblox accounts secure and free from compromise. We also keep the platform compliant for changing regulations and growth markets. We cover a broad area of the tech spectrum, including machine learning, experimentation, automation, highly scalable distributed backend systems, 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 Team?

We are seeking a Senior Software Engineer to join our Customer Care team within the Trust & Safety organization. In this role, you will help enhance Roblox’s user experience by developing AI-powered customer support solutions, ensuring the secure and compliant handling of user PII, and collaborating with customer support agents and the Roblox development community to build innovative technical solutions to complex challenges.

You Will:

• Design and build innovative customer facing and internal applications, including a state-of-the-art, LLM-backed chatbot, to enhance user experiences and resolve customer issues efficiently.
• Architect and implement distributed services to ensure compliance with Personal Identifiable Information (PII) regulations and safeguard sensitive data.
• Develop robust, scalable data pipelines that ensure seamless data flow across distributed systems, enabling the processing of complex datasets with high efficiency.
• Work with Engineering, Product, Data Scientists, Design and Operations partners to drive the future of Customer Support.
• Take ownership of projects throughout their full lifecycle

You Have:

• A BS degree (or equivalent professional experience) in computer science or related engineering field with at least 4-5 years of hands-on experience.
• Strong experience in modern programming languages such as C#, Java, Python, or similar, with a focus on writing efficient, maintainable code.
• Solid understanding and experience in contemporary software design patterns, including microservice architecture, RESTful APIs, and RPC (Remote Procedure Calls), with a focus on building scalable and maintainable systems
• Hands-on experience with big data processing frameworks and tools like Apache Spark, Hadoop, Apache Airflow, or similar.
• Preferred - Experience with the Trust & Safety domain

You Are:

• An owner: Taking responsibility for not just your own work, but the work of your teammates, and ensuring that our users are safe on Roblox.
• A learner: Constantly seeking knowledge to grow yourself and your impact.
• Independent: Requiring little guidance and are generally able to resolve yourself.
• Compassionate: To the needs and motivations of our users and creators - not just those who are exposed to violative content, but also those who are responsible for the abuse.
• Team Oriented: You lift up your peers and find ways to make the team stronger

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$189,110—$233,840 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 (varies by exemption status)
• 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. Roblox also provides reasonable accommodations for all candidates during the interview process.