Technical Specialist, AWS Trust and Safety

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 on the Internet in addition to eliminating a wide a range of online risk for AWS services such as Simple Email Service (SES), Simple Notification Service (SNS), Workmail.
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.

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Amazon is strongly committed to diversity, and our inclusive culture empowers Amazonians to deliver the best results for our customers. If you are a person with a disability and require adjustments to your interview please let us know. We have specialist teams who manage disability accommodations for candidates through the recruitment process. If you need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT) via acat-africa@amazon.com, or inform your recruiter that you would like support and we will put you in contact with the relevant team.
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 experienceFluency 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

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.