Technical Specialist , AWS Trust and Safety, AWS Trust and Safety at Amazon Web Services

AWS Support provides support to a global list of customers that are building mission-critical applications on top of AWS services. The team is a self-standing P&L with the ability to drive both Free Cash Flow and world class customer experience. Our team of talented specialists is located in 4 countries around the world to provide support to our customers 365 days a year, 24 hours a day.

Key job responsibilities

• Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable

Use Policy (https://aws.amazon.com/aup/).

• Own escalated AWS customer issues
• Quickly assess customer technical issues in order to provide accurate support
• Act as a high-judgement decision maker for escalated situations where there may be no established SOP.
• Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
• Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps
• Investigate the details of abuse reports and develop processes and responses to help resolve the issue.
• Be able to work independently, while knowing how/when to handle or escalate critical customer issues
• Assist with customer communications and support during AWS critical events
• Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
• Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
• Provides feedback on policies, procedures and tools that need improvement or creation

Basic Qualifications

Excellent oral and written communication skills

• Strong technical support ability and aptitude regarding Abuse/Security practices - (Malware , Spam , D.Dos , Phishing etc)
• Must be willing and able to participate in an on-call rotation for emergent abuse-related situations .
• Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
• Strong fluency with Web Technologies and the Internet (OSI , Networking etc)
• Experience taking ownership and driving resolution on escalated customer issues
• Proficiency in MS Office
• Ability to work weekends and/or evenings as needed

Preferred Qualifications

A drive to dig into the details of a system or process to solve customer problems

• Proven success in a fast paced support environment
• Demonstrated success driving cross-functional deliverable
• Demonstrated success in resolving complex technical escalations and cause of error post mortem creation
• Enable to work proactively and think of productivity
• Experience in leadership positions
• Experience in Kaizen/Lean to enhance current processes
• Generated a cost efficiency to change manual process to automation by using technical aspects