Technical Specialist, AWS Trust and Safety at Amazon Web Services

• The team is key in maintaining the reputation of AWS’s IP Space and email deliverability, vetting potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. The T&S Team acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. AWS Customers may experience abuse or attacks on their resources for several reasons including incorrect use of security protocols and/or tools. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations to ensure Amazon Web Services remains the most customer centric company on Earth!
• AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Key job responsibilities

• Own AWS customer issues
• Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
• Act as a subject matter expert (SME) and take high-judgement decisions where there may be ambiguity or no established SOPs
• Identify day-to-day operational issues and suggest tactical solutions to assist AWS customers and departments
• Provide feedback on policies, procedures and tools that need improvement, developing detailed knowledge about AWS specific services and then using that knowledge to identify policies or training gaps
• Be able to work independently, while knowing how/when to handle or escalate critical customer issues
• Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
• Raise the bar on performance metrics such as quality, productivity, utilization and attendance
• Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Work all reported case types such as Email deliverability and Spam Email and handle related enforcement issues, actions and appeals
• Take action on abusive/non-responsive customers (applying throttles when applicable)
• Facilitates escalations to other T&S stakeholders and escalates cases judiciously to managers, service, security teams or any other part involved, while continuing to monitor those escalations to resolution
• Can distil customer technical needs into clear, concise written documentation (e.g., case, email, etc.) and/or present these findings to an internal engineering team
• Able to dive into technical details and drive constructive discussions
• Provide mentorship to global peers
• Show ability to work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through the appropriate channels
• Show excellent communication skills, critical thinking and ability to carry out in-depth investigations in order to make accurate decision, monitor trends, spike of customer contacts, identify bad actors and abuse behaviour
• Provides leadership and relevant teams with feedback on policies, procedures and tools that need improvement or creation
• Due to being a global team with 24x7 operations of the business, must be able to work a flexible work schedule that include early or evening shifts, weekends, public holidays.

BASIC QUALIFICATIONS

• 2+ years experience in a Trust and Safety or similar environment working with issues related to online abuse AND a High School Diploma is a minimum requirement
• Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.) AND technical support ability and aptitude regarding computing environment and end-user applications, Abuse/Security practices (Spam, Phishing etc.)
• Knowledge of email servers/services and best practices & SQL and/or another relational database experience

PREFERRED QUALIFICATIONS

• Fluency with Web Technologies, Internet, operating systems, email servers
• Understanding of Cloud Computing and AWS services Exceptionally strong customer handling, conflict resolution, and problem solving skills Experience taking ownership and driving resolution on escalated customer issues
• Excellent written and verbal communication skills with the ability to summarize technical customer issues or present findings in a team environment
• Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays