IT Support Technician

About the Role

As an IT Support Technician III within Corporate Engineering, you’ll play a key role in delivering reliable, high-quality technology experiences across Roblox. You’ll independently own complex technical issues and operational needs, while looking beyond the immediate problem to understand why issues occur, how they affect the broader environment, and how we can improve the experience going forward.

In this role, responsiveness, preparation, discretion, and attention to detail are critical. Whether supporting our Builders, assisting senior leaders, or ensuring technology is ready for an important company event, you’ll anticipate needs, identify potential risks, and take ownership of delivering a seamless experience.

You’ll also be expected to challenge existing approaches when there is a better way to work. By identifying recurring problems, exploring new solutions, and partnering across teams, you’ll help improve the reliability, scalability, and overall effectiveness of how Client Services supports Roblox.

This role is an hourly position and requires onsite support 5 days a week in San Mateo, CA.

You will:

• Independently troubleshoot and own complex hardware, software, identity, connectivity, and endpoint issues through resolution, engaging additional technical partners when appropriate.
• Provide responsive, discreet, and high-touch technical support for executives and senior leaders, anticipating needs and minimizing technology-related disruptions.
• Support internal events, executive meetings, Town Halls, and other high-visibility experiences through preparation, testing, event-day support, and real-time troubleshooting.
• Proactively identify technical risks before executive meetings and events, developing contingency plans and coordinating with the appropriate teams to ensure readiness.
• Look beyond individual incidents to identify patterns, recurring problems, and opportunities to improve the overall support & user experience.
• Explore and propose creative solutions to support challenges, using previous experience, technical research, experimentation, and feedback to determine the best approach while balancing usability, scalability, and security.
• Improve existing workflows, documentation, tooling, and support processes to make solutions more efficient, reliable, and maintainable over time.
• Consider the downstream impact of technical and operational decisions across Client Services, AV, Security, Facilities, Workplace, and other partner teams.
• Own small to medium-sized technical or operational initiatives from planning through execution with limited oversight, breaking broader goals into clear actions and milestones.
• Partner cross-functionally with AV, Facilities, Security, Workplace, Engineering, and other teams to deliver solutions that address both immediate needs and longer-term operational goals.
• Develop and maintain documentation, event runbooks, troubleshooting guides, and operational procedures that enable others to resolve issues consistently and effectively.
• Evaluate new technologies, tools, and support practices and share recommendations that could improve the Builder experience or how the team operates.
• Share technical knowledge and troubleshooting approaches with junior technicians, helping strengthen the overall capabilities of the team.
• Support broader Client Services responsibilities including onboarding, offboarding, device lifecycle, office moves, and other Corporate Engineering initiatives.

You have:

• 5+ years of hands-on experience in an IT Support, Desktop Support, or equivalent technical support role, with demonstrated ability to independently troubleshoot complex technical issues.
• Experience providing high-touch technical support to executives, senior leaders, or other high-visibility users.
• Hands-on experience supporting company events, meetings, conference rooms, or Audio Visual environments using Zoom, Neat, Logitech, or similar hardware.
• Strong troubleshooting experience across macOS and Windows, with familiarity supporting ChromeOS, Linux, iOS, and Android.
• Experience supporting enterprise platforms such as Okta, Slack, Zoom, Google Workspace, and Microsoft 365.
• Familiarity with endpoint management platforms such as Jamf, Workspace ONE, or similar MDM solutions.
• Working knowledge of enterprise identity, authentication, networking, endpoint security, and device management concepts.
• Experience identifying recurring technical issues and contributing improvements to processes, documentation, tooling, or workflows.
• Experience collaborating across technical and non-technical teams to solve problems that span multiple areas of responsibility.
• Strong documentation skills and experience creating knowledge articles, troubleshooting procedures, or operational runbooks.
• The ability to independently organize and execute work when the solution or path forward is not fully defined.

You are:

• Forward-Thinking: You solve today's problem while considering the broader impact and how solutions can remain reliable, secure, and maintainable as the organization evolves.
• Curious and Innovative: You want to understand why something works the way it does and aren't afraid to explore a better approach when an existing process isn't working.
• Accountable: You take ownership of problems and initiatives through completion rather than simply identifying or escalating them.
• Proactive: You anticipate obstacles, prepare for what could go wrong, and take action before an issue affects the user or event.
• Calm Under Pressure: You can troubleshoot effectively when an executive is waiting, an event is beginning, or an issue has significant visibility.
• Collaborative and Team-Oriented: You contribute to the success of your team, step in to support others when needed, and build strong relationships across teams to solve problems effectively.
• A Clear Communicator: You provide timely updates, explain technical decisions clearly, and ensure the right people have the information they need.
• A Knowledge Sharer: You document what you learn, share technical knowledge and best practices, and help other technicians develop their skills.