Product Support Specialist - Text Filter

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.

We are looking for a detailed-oriented and proactive Product Support Specialist to own the health and accuracy of our Text Filtering systems. In this role, you will sit at the intersection of Customer Support, Policy, and Engineering.

You will be responsible for ensuring our community remains safe while minimizing friction for our users. You will act as the first line of defense against new trends in policy violations and serve as the primary point of contact for users and developers experiencing filtering issues. If you are passionate about online safety, skilled in Regular Expressions (Regex), and enjoy solving complex linguistic puzzles, this is the role for you.

You will

Manage Incident Resolution & Support

• Handle Inquiries: Respond to user, developer, and internal reports regarding text filtering (both blocking and allowlisting) in a timely, empathetic, and professional manner.

• Resolve Escalations: Investigate false positives and false negatives, addressing user concerns and resolving blocking issues as quickly as possible to maintain a positive user experience.

Filter Optimization & Technical Implementation

• Regex Creation: Create, test, and deploy complex Regular Expressions (Regex) and logic rules to block policy-violating content or allow safe phrases that were inadvertently caught.