Tech Support Specialist III, Client Services

Roblox; San Mateo (CA); On-site; USD 68,880 - 82,656; Full time

Job summary

Roblox is seeking a Technology Support Specialist to own the lifecycle of hundreds of test devices across a large on-prem environment in San Mateo, CA. You will handle procurement, installation, configuration, and ongoing health checks to keep labs running reliably.

You’ll work closely with Engineering to align device readiness with testing requirements, manage on-call rotations, and maintain auditable asset records while driving improvements in runbooks and escalation paths.

Qualifications

• 3+ years of experience in IT operations, device lab management, hardware support, or similar hands-on technical roles.
• Strong working knowledge of iOS, Android, macOS, and Windows device configuration and troubleshooting.
• Experience with physical infrastructure: IDF buildouts, rack-and-stack, structured cabling, and lab environments.
• Familiarity with MDM platforms (e.g., Jamf, Workspace ONE, Intune) and device enrollment workflows.
• Basic network configuration knowledge (VLANs, Wi‑Fi, DNS, IP addressing).

Responsibilities

• Receive, asset-tag, inventory, and physically install devices into IDF rack environments.
• Configure devices at OS and network level, including MDM enrollment and provisioning profile installation.
• Perform daily health checks across the device farm and resolve issues before impacting testing throughput.
• Provide break/fix support for hardware failures during business hours.
• Maintain accurate asset records and lifecycle information.

Skills

IT operations

Device lab management

Hardware support

iOS device configuration

Android device configuration

MDM platforms

Asset management

VLANs/WiFi

On-call support

MacOS/Windows troubleshooting

Tools

Jamf

Workspace ONE

Intune

Jira Assets

ServiceNow

ADB

Xcode device management

Job description

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.

Roblox is seeking a Technology Support Specialist to support our automated testing device farm, a rapidly scaling on-premises hardware environment that enables automated testing across mobile, desktop, console, and specialty devices. This infrastructure is critical to Roblox's ability to ship quality software rapidly.

This role sits within Corporate Engineering's Client Services team and is responsible for the physical and operational lifecycle of hundreds of test devices, from procurement and rack installation through daily health maintenance, break/fix support, and end-of-life recycling. You will work closely with Engineering to understand device configurations and testing requirements, while owning the hands‑on execution that keeps these labs running reliably. Success in this role requires someone who takes full ownership of their work, holds themselves accountable, and can be counted on to follow through. This is a fully on‑site role in our San Mateo, CA offices.

You Will:

• Receive, asset-tag, inventory, and physically install devices (phones, tablets, Macs, PCs, and potentially consoles/VR) into IDF rack environments.
• Configure devices at the OS and network level, including MDM enrollment, provisioning profile installation, Wi‑Fi/network setup, and ADB/CLI-based configuration per Engineering specifications.
• Perform daily proactive health checks across the device farm, identifying and resolving stuck states, failed devices, loose cabling, thermal issues, and connectivity drops before they impact testing throughput.
• Provide break/fix support for hardware failures during business hours, including battery swaps, cable replacements, device resets, and component‑level troubleshooting.
• Maintain accurate, auditable asset records, tracking device status, physical location (rack/shelf coordinates), hardware specs, testing harness assignment, and lifecycle stage.
• Manage device retirement and recycling workflows, including secure data wipe and vendor coordination.
• Support hardware procurement by receiving shipments, validating orders against POs, and coordinating with vendors and internal teams.
• Participate in an on‑call rotation for after‑hours support, providing remote troubleshooting off‑site and on‑site physical intervention when business‑critical test infrastructure requires immediate attention.
• Provide clear, consistent reporting on device health, inventory status, and operational metrics to leadership.
• Partner with Engineering to define and maintain runbooks for device setup, configuration standards, and escalation paths.

You Have:

• 3+ years of experience in IT operations, device lab management, hardware support, or a similar hands‑on technical role.
• Strong working knowledge of iOS, Android, macOS, and Windows device configuration and troubleshooting.
• Experience with physical infrastructure. IDF buildouts, rack‑and‑stack, structured cabling, and lab environments.
• Familiarity with MDM platforms (e.g., Jamf, Workspace ONE, Intune) and device enrollment workflows.
• Basic network configuration knowledge (VLANs, Wi‑Fi, DNS, IP addressing).
• Demonstrated asset management discipline, accurate inventory tracking, lifecycle documentation, and audit readiness
• Experience with on‑call rotations and the ability to respond to urgent on‑site issues outside standard hours.
• Strong organizational skills and attention to physical and data cleanliness.
• Excellent communication and customer service skills, particularly when coordinating across technical teams.

Nice to Haves:

• ITIL Foundation or ITAM certification/experience
• Experience with ITAM/CMDB platforms (e.g., Jira Assets, ServiceNow, or similar)
• Familiarity with ADB, Xcode device management, or CLI‑based device tooling
• Experience supporting automated test infrastructure or CI/CD hardware environments
• Project management experience, coordinating buildouts, procurement timelines, or lab expansions
• Experience with console devkits (e.g. Xbox, PlayStation) and associated compliance requirements

For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job‑related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, theactual hourly ratecould fall outside of this expected range. This pay range is subject to change and may be modified in the future. Please note that not all benefits on this page are applicable to this hourly position.

Hourly Pay Range$50.27—$61.58 USD

Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).

Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.

For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.