Tech Support Specialist III, Client Services

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