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Executive Support Engineer

at Roblox

(View all jobs)


San Mateo, CA


IT

WHY ROBLOX?

Roblox is ushering in the next generation of entertainment, allowing people to imagine, create, and play together in immersive, user-generated worlds. We’re the one and only fastest-growing entertainment platform that lets anyone teach themselves how to code, publish, and monetize any experience imaginable—across any device—reaching millions of players across the globe.  

The impact that you can have at Roblox is powerful. We’re looking for someone who’s eager to take on a meaningful role in the success of Roblox on a massive scale. Someone who takes play seriously, but also isn’t afraid to have some fun either. Someone who’s ready to take Roblox—and their career—to the next level.

We are honored to be recognized as a Certified Great Place to Work® two years in a row! We've fostered a company culture that empowers people to do the most defining work of their career in an environment that’s made up of the most passionate, team-oriented, visionary, crazy-smart people you’ll ever meet. Join the Roblox team where play rules and the possibilities are endless.

As an Executive Support Engineer you will provide the highest quality of technical service and support to the organization's owners, executives, affiliates, and other high-level partners. As a trusted technical advisor, you will consistently provide exceptional white glove service to ensure efficiency, productivity and success of those you support. The role requires an exceptional communicator and collaborator, someone who will wow stakeholders with their personable approach, provide acute attention to detail, and demonstrate unwavering patience and sense of urgency while maintaining a composed, professional demeanor. This person needs to be tactful and confidently be able to manage executive expectations.

You Are:

  • An exceptional communicator who can identify and resolve issues quickly and efficiently
  • An uber organized self-starter who thrives and adapts in a rapidly changing environment with demanding priorities
  • Able to confidently manage executive expectations with patience, composure and professionalism
  • Comfortable keeping executives well informed of actions including issues, resolution plans and other updates
  • Not afraid of facing unfamiliar technical challenges, knowing the solution remains your responsibility
  • Able to provide scheduled and ad hoc training for hardware, software or process for VIPs
  • Available to provide after hours and on-call support (7x24x365)

You Will:

  • Support personal computer hardware, software, mobile devices, audio-visual equipment and other IT systems for Executives
  • Work closely with EAs to to diagnose and resolve issues on behalf of Executive staff
  • Resolve problems and satisfy simple or complex installation and support requests in a wide range of dissimilar environments such as in office, at home, or while traveling
  • Manage and maintain service ticket work queue for Executives
  • Create case documentation on day-to-day issues and resolutions to specific issues with Executive users
  • Establish end-user documentation, training materials and project updates that can be understood by all users including Executives staff
  • Provide all hands/large meeting audio visual support and oversight
  • Create and maintain documentation of assets and products in use by Executives
  • Work on general service delivery projects between servicing the Executive community

You Have:

  • An Associate's or Bachelor's degree from an accredited college or university. Technical degrees are a plus
  • CompTIA A+ Certification or equivalent experience
  • 3+ years in an IT customer service role
  • 5+ years of experience diagnosing or repairing PCs, mobile devices and other technology
  • 1+ years of demonstrated executive, VIP or high-profile support (preferred)
  • The ability to translate technical jargon into a language non-technical users can easily understand
  • Robust knowledge of Windows 10, MacOS and common applications including Microsoft Office
  • Advanced knowledge of mobile products: Android, iOS, iPhone and iPad
  • Knowledge of Windows and Mac OS systems along with software distribution systems like JAMF and SCCM
  • Solid understanding of VPN Technologies
  • Worked with Video Conferencing systems like BlueJeans, Zoom, WebEX, Hangouts
  • Proficiency with solving wired and wireless connectivity issues
  • Demonstrated understanding of information security principles and best practices including common anti-malware, anti-virus and advanced endpoint protection applications
  • Basic ITIL processes and workflow
  • Microsoft Technology Specialist (MCTS), and/or Microsoft Solutions Associate (MCSA) certification

You'll Love:

  • Excellent medical, dental, and vision coverage
  • A rewarding 401k program
  • Flexible vacation policy
  • 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
  • A Roblox Admin badge for your avatar

 Roblox – Powering Imagination