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 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 spctrum, 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 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.
• Influence 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,  influencing decisions within and beyond the pod
• Mentor junior engineers to strengthen their technical skills and support their professional growth.
  
  

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.
• Proven experience developing innovative solutions using LLMs is required.
• 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.
• Prior experience in machine learning is helpful.
  
  

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.

For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as s