Manager, Product Support Incident Management
Core
Manage a high-performing team responsible for technical escalations, product reliability, and resolving high-impact incidents affecting Roblox users and the platform.
Role type
Senior IC manager (product support incident management)
Builds
Roblox platform reliability and user experience
Domain
Gaming / Social / SaaS
Required skills
Incident management, team leadership, process improvement, data analysis, CRM systems fluency, cross-functional collaboration
Preferred skills
SQL, Python, automation, root cause analysis
Technologies
Zendesk, Jira
Responsibilities
Lead and mentor specialists in incident response, oversee end-to-end incident lifecycle, coordinate incident response activities and command centers, collaborate with Knowledge Management and QA teams, act as strategic partner to product support for launch readiness.
Seniority
Manager, people management
