Principal 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
We are looking for a Principal Engineer to join our Customer Care team within the Trust & Safety organization. In this role, you will revolutionize Roblox user’s customer support experience by developing next-generation, AI-powered solutions at scale. You will collaborate closely with customer support agents and the Roblox development community to design and implement innovative technical solutions to complex challenges.

You Will:

• Design and build customer facing and internal applications to provide customer support at scale, including a  state-of-the-art, LLM-backed chatbot.
• Stay familiar with recent trends in LLMs and develop innovative solutions and features for the chatbot, while optimizing for  cost.
• Help define the team's roadmap and long-term strategy in collaboration with product, operations, and other cross functional stakeholders to develop the next generation of customer care experience.
• Provide technical leadership to influence within and outside the team
• Mentor junior engineers to develop their skills, and abilities.

You Have:

• A Bachelor's degree in Computer Science, or a related field, with a minimum of 8 years of hands-on experience. A graduate degree is highly preferred.
• Extensive experience with modern programming languages such as C#, Java, Python, or similar, with a strong emphasis on writing efficient, maintainable, and scalable code.
• In-depth knowledge of contemporary software design patterns, including microservice architecture, RESTful APIs, and Remote Procedure Calls (RPC), with a proven track record of building robust and scalable systems.
• Demonstrated ability to develop end-to-end solutions for complex technical challenges, collaborating across multiple teams from conception through to launch.
• Proven experience developing innovative solutions using LLMs is highly desirable.
• Prior experience in machine learning is helpful.

You Are:

• A Technical Leader: You have initiated and facilitated complicated technical solutions. Your technical expertise influences product direction. You foster a culture of technical excellence
• 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

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$289,460—$338,270 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.