Principal Software Engineer Customer Care
Principal Software Engineer Customer Care
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1 Vacancy
Job Description
WHY SAFETY
At Roblox we strive to connect a billion people with optimism and civility and the Safety organizations 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 AIpowered 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 users customer support experience by developing nextgeneration AIpowered 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 stateoftheart LLMbacked chatbot.
- Stay familiar with recent trends in LLMs and develop innovative solutions and features for the chatbot while optimizing for cost.
- Help define the teams roadmap and longterm 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 Bachelors degree in Computer Science or a related field with a minimum of 8 years of handson 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.
- Indepth 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 endtoend 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
Required Experience:
Staff IC
Employment Type
Full Time
