Senior Software Engineer (Customer Care)

Requirements

• 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
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• Proven experience developing innovative solutions using LLMs is required
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• Extensive experience with modern programming languages such as C#, Java, Python, or similar, with a strong emphasis on writing efficient, maintainable, and scalable code
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• 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
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• Demonstrated ability to develop end-to-end solutions for complex technical challenges, collaborating across multiple teams from conception through to launch
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• Prior experience in machine learning is helpful
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• A Technical Leader: You have initiated and facilitated challenging technical solutions. Your technical expertise influences product direction. You foster a culture of technical excellence
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• 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
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• Analytical: Excited to investigate large, ambiguous problems, and quantify the problems and the solutions
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• User Oriented: You always start with the needs of the user, whether they are Roblox users or internal engineers before architecting a solution
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• Team Oriented: You lift up your peers and find ways to make the team stronger

What the job involves

• 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
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• You will collaborate closely with customer support agents and the Roblox development community to design and implement innovative technical solutions to complex challenges
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• Design and build customer facing and internal applications to provide customer support at scale, including a state-of-the-art, LLM-backed chatbot
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• Stay familiar with recent trends in LLMs and develop innovative solutions and features for the chatbot, while optimizing for cost
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• 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
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• Provide technical leadership, influencing decisions within and beyond the pod
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• Mentor junior engineers to strengthen their technical skills and support their professional growth