Technical Support Specialist - Internet Security , AWS Trust and Safety at Amazon

• The team is key in maintaining the reputation of AWS’s IP space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. 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!

You will be hired for a remote role that offers flexibility. However, it is important to note that the requirements of the position may change, necessitating office-based work where the role will then be in office.

Remote employees based in South Africa are expected to have a minimum available bandwidth of 20MB Upload/20 MB Download before connecting to the VPN.
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 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
• 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
• 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
• Provide consultative analysis to understand how customers are using our services and make recommendations based on the customer needs and provide feedback to business and development teams
• Drive projects that improve support-related functions and processes
• Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
• Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation

BASIC QUALIFICATIONS

• 2+ years experience in a Technical Trust and Safety or similar environment working with issues related to online abuse
• Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.)
• Strong 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
• Advanced experience with MS Excel, including functions and formulas
• High School Diploma is a minimum requirement
• A current existing and dedicated 20MB Uncapped Fiber line is required for employees choosing the Hybrid or Remote working option. LTE lines and Wi-Fi connections are not eligible for this role - proof of connectivity will be required

PREFERRED QUALIFICATIONS

• Associate/Bachelor degree in a Computer Science related field or related experience
• 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
• Ability to quickly learn new technologies and processes
• Ability to recognize patterns and trends Solid knowledge of security concepts
• Strong multitasking skills, prioritization, time management and flexibility
• Proficiency in MS Office, with an emphasis on Excel
• Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays