Discord is used by over 200 million people every month for many different reasons, but there’s one thing that nearly everyone does on our platform: play video games. Over 90% of our users play games, spending a combined 1.5 billion hours playing thousands of unique titles on Discord each month. Discord plays a uniquely important role in the future of gaming. We are focused on making it easier and more fun for people to talk and hang out before, during, and after playing games.
This role provides essential technical support to our global Trust & Safety vendor teams, serves as first responder for access and troubleshooting issues, and helps maintain our security processes. You'll be the go-to person for resolving technical challenges, processing access requests, and ensuring consistent quality across our vendor operations. You'll report to our Manager of Outsourcing.
This role involves exposure to graphic and/or objectionable content, including but not limited to graphic images, videos, and writings, offensive and derogatory language, and other potentially objectionable material, ie. child exploitation, graphic violence, self-injury, animal abuse, and other content which may be considered offensive or disturbing.
What You'll Be Doing
- Investigate, triage, and resolve technical issues reported by T&S vendor partners through established escalation channels
- Process vendor onboarding/off-boarding requests, maintaining proper documentation and security standards
- Manage vendor access to tools, following security best practices
- Triage bug reports from vendors and collaborate with engineering teams to resolve when needed
- Document processes and maintain knowledge bases for vendor support
- Identify and report concerning trends in vendor operations for upstream resolution
- Work with IT, Security, and Engineering teams to resolve complex issues
- Build and maintain relationships with vendor leads and account managers
What You Should Have
- 2+ years of experience with vendor management, outsourcing operations, or T&S operations
- Familiarity or interest in Trust & Safety operations, content moderation, or online safety
- Strong technical troubleshooting and problem-solving abilities, such as bug reporting and access/permission issues.
- Experience with ticketing systems and technical documentation
- Experience and passion for enhancing operations through workflow improvements, tool optimizations, and innovative solutions
- Ability to prioritize and manage multiple tasks in a fast-paced environment
Bonus Points
- Understanding of access management and basic security principles
- Experience with Okta, Zendesk, or similar platforms
This position is temporary. Candidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties).
The US base salary range for this full-time position is $108,000 to $121,000 + benefits. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits.
Why Discord?
Discord plays a uniquely important role in the future of gaming. We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests. We believe games give us a way to have fun with our favorite people, whether listening to music together or grinding in competitive matches for diamond rank. Join us in our mission! Your future is just a click away!
Discord is committed to inclusion and providing reasonable accommodations during the interview process. We want you to feel set up for success, so if you are in need of reasonable accommodations, please let your recruiter know.
Please see our Applicant and Candidate Privacy Policy for details regarding Discord’s collection and usage of personal information relating to the application and recruitment process by clicking HERE.
