Technical Specialist, AWS Trust and Safety
22 hours ago
Technical Specialist, AWS Trust and Safety
Job ID: 2884116 | Amazon Development Centre Ireland Limited - D94
Amazon Web Services (AWS) is the world market leader for cloud infrastructure, services and technologies. Our Trust and Safety (T&S) Digital Messaging Team focuses on scenarios where AWS hosted resources negatively impact third parties on the Internet, in addition to eliminating a wide range of online risks for AWS services such as Simple Email Service (SES), Simple Notification Service (SNS), and Workmail.
The team is key in maintaining the reputation of AWS’s IP Space and email deliverability, vetting potential abuse issues, and contacting AWS customers to stop 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
Key job responsibilities include:
1. Own AWS customer issues
2. Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
3. Act as a subject matter expert (SME) and take high-judgment decisions where there may be ambiguity or no established SOPs
4. Identify day-to-day operational issues and suggest tactical solutions to assist AWS customers and departments
5. Provide feedback on policies, procedures, and tools that need improvement, developing detailed knowledge about AWS specific services and using that knowledge to identify policies or training gaps
6. Work independently, while knowing how/when to handle or escalate critical customer issues
7. Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
8. Raise the bar on performance metrics such as quality, productivity, utilization, and attendance
9. 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
10. Work all reported case types such as Email deliverability and Spam Email and handle related enforcement issues, actions, and appeals
11. Take action on abusive/non-responsive customers (applying throttles when applicable)
12. Facilitate escalations to other T&S stakeholders and escalate cases judiciously to managers, service, or security teams while continuing to monitor those escalations to resolution
13. Distil customer technical needs into clear, concise written documentation (e.g., case, email, etc.) and/or present these findings to an internal engineering team
14. Dive into technical details and drive constructive discussions
15. Provide mentorship to global peers
16. Work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through the appropriate channels
17. Exhibit excellent communication skills, critical thinking, and the ability to carry out in-depth investigations to make accurate decisions, monitor trends, spike of customer contacts, identify bad actors, and abuse behavior
18. Provide leadership and relevant teams with feedback on policies, procedures, and tools that need improvement or creation
19. Due to being a global team with 24x7 operations, must be able to work a flexible work schedule that includes early or evening shifts, weekends, and 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, and public holidays.
Posted: July 11, 2024 (Updated 2 months ago)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
#J-18808-Ljbffr
-
Technical Specialist, AWS Trust and Safety
2 weeks ago
Dublin, Ireland Amazon Full timeAmazon Web Services (AWS) is the world market leader for cloud infrastructure, services and technologies. Our Trust and Safety (T&S) Digital Messaging Team focuses on scenarios where AWS hosted resources negatively impact third on the Internet in addition to eliminating a wide a range of online risk for AWS services such as Simple Email Service (SES), Simple...
-
[Apply Now] Senior Technical Specialist
4 days ago
Dublin, Ireland Amazon Full timeAmazon Web Services (AWS) is growing rapidly, and we are looking for a Senior Trust & Safety Technical Specialist to join our Trust & Safety Content team. Our environment is fast-paced and requires someone who is flexible, biased for action, detail-oriented, holds high personal standards, and is comfortable tracking multiple threads across many teams. This...
-
Dublin, Ireland Amazon Full timeTechnical Specialist, AWS Trust and Safety Job ID: 2875277 | Amazon Development Centre Ireland Limited - D94 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...
-
Dublin, Ireland Amazon Full timeSr. Technical Program Manager Automation and Tooling, AWS Trust & Safety Job ID: 2814847 | Amazon Web Services EMEA SARL (Irish Branch) - G50 Amazon Web Services (AWS) is built on the core principles of security, privacy, compliance, and transparency, which form the foundation of our trusted cloud infrastructure. We are seeking individuals who are...
-
Dublin, Ireland ENGINEERINGUK Full timeSr. Technical Program Manager Automation and Tooling, AWS Trust & Safety DESCRIPTION Amazon Web Services (AWS) is built on the core principles of security, privacy, compliance, and transparency, which form the foundation of our trusted cloud infrastructure. We are seeking individuals who are dedicated to upholding these principles daily. Are you interested...
-
Dublin, Ireland Amazon Full timeSr. Technical Program Manager Automation and Tooling, AWS Trust & Safety Job ID: 2814847 | Amazon Web Services EMEA SARL (Irish Branch) - G50 Amazon Web Services (AWS) is built on the core principles of security, privacy, compliance, and transparency, which form the foundation of our trusted cloud infrastructure. We are seeking individuals who are...
-
AWS Systems Security Engineer
3 weeks ago
Dublin, Ireland ENGINEERINGUK Full timeAWS Systems Security Engineer, AWS Trust & Safety DESCRIPTION AWS Trust and Safety (T&S) Risk & Response (R&R) is seeking a motivated Security Engineer with a strong background in incident response, threat investigation, and developing solutions to security issues. As a Security Engineer in R&R, you will employ your technical skills to develop solutions to...
-
Dublin, Ireland Amazon Full timeAWS Systems Security Engineer , AWS Trust & Safety Job ID: 2809224 | Amazon Data Services Ireland Limited AWS Trust and Safety (T&S) Risk & Response (R&R) is seeking a motivated Security Engineer with a strong background in incident response, threat investigation, and developing solutions to security issues. As a Security Engineer in R&R, you will employ...
-
Analyst, Trust and Safety, Search
1 week ago
Dublin, Ireland Google Inc. Full timecorporate_fare Google place Dublin, Ireland Apply - Bachelor's degree or equivalent practical experience. - Experience relaying communications between technical and non-technical teams. - 4 years of experience in data analysis, working with databases and querying (e.g., SQL, MySQL, MapReduce, and Hadoop). Preferred qualifications: - Experience in abuse...
-
Director, Trust
3 weeks ago
Dublin, Ireland 2K Games, Inc. Full timeWho We Are 2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of...
-
Dublin, Ireland Google Inc. Full timeEngineering Analyst, Trust and Safety, Search corporate_fare Google place Dublin, Ireland Apply Minimum Qualifications: - Bachelor's degree or equivalent practical experience. - 2 years of experience in data analysis, including identifying trends, generating summary statistics, and drawing insights from quantitative and qualitative data. - Experience...
-
Dublin, Ireland Google Inc. Full timeAnalyst, Politics and Platform Enforcement, Trust and Safety corporate_fare Google place Dublin, Ireland Apply Minimum Qualifications: - Bachelor's degree or equivalent practical experience. - 4 years of experience in data analysis, working with databases and querying, including identifying trends, generating summary statistics, and drawing insights...
-
Engineering Analyst, Trust and Safety Search
2 weeks ago
Dublin, Ireland Google Inc. Full timeEngineering Analyst, Trust and Safety, Search corporate_fare Google place Dublin, Ireland Mid Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area. Apply Minimum Qualifications: - Bachelor's degree or equivalent practical experience. - 2 years of experience in...
-
Food Safety
3 days ago
Dublin, Ireland Musgrave Group Full timeFood Safety & Quality Technical Specialist Musgrave is one of Europe’s most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain. Every day we feed one in three people in Ireland through 15 market leading food and beverage brands that include SuperValu,...
-
Food Safety
5 days ago
Dublin, Ireland Musgrave Limited - Group Full timeMusgrave is one of the Europes most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain. Every day we feed one in three people in Ireland through 15 market leading food and beverage brands that include SuperValu, Centra, Frank and Honest and Musgrave Market...
-
Food Safety
4 days ago
Dublin, Ireland Musgrave Limited - Group Full timeMusgrave is one of the Europes most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain. Every day we feed one in three people in Ireland through 15 market leading food and beverage brands that include SuperValu, Centra, Frank and Honest and Musgrave Market...
-
Dublin, Ireland Google Full timeAnalyst, Politics and Platform Enforcement, Trust and Safety corporate_fare Google place Dublin, Ireland Apply Minimum Qualifications: - Bachelor's degree or equivalent practical experience. - 4 years of experience in data analysis, working with databases and querying, including identifying trends, generating summary statistics, and drawing insights...
-
Dublin, Ireland Amazon Full timeAWS Media Delivery Specialist, AWS Support Strategic Industries Amazon Web Services (AWS) is looking for an Enterprise Account Engineer who is passionate about helping our largest video customers optimize, operate, and get the best performance out out of their streaming media workloads. Our team builds deep relationships with the top companies in video...
-
Dublin, Ireland Amazon Full timeAWS Media Delivery Specialist, AWS Support Strategic Industries Job ID: 2833538 | Amazon Web Services EMEA SARL (Irish Branch) Amazon Web Services (AWS) is looking for an Enterprise Account Engineer who is passionate about helping our largest video customers optimize, operate, and get the best performance out of their streaming media workloads. Our team...
-
Dublin, Ireland Amazon Full timeThe Amazon Web Services (AWS) Data Center Learning Team is looking for Sr. Certification Specialist who wants to be a part of building exciting and new offering for AWS Data Centers. Our infrastructure is rapidly changing and growing to adapt new technical solutions such as machine learning. To manage that growth effectively, Data centers need to have a...
