Technical Support Expert
7 days ago
The AWS Trust and Safety team is a global group dedicated to protecting against abusive use of AWS services while building trust with customers, partners, and stakeholders. Our team members display a solid understanding of AWS's cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters.
Key Job Responsibilities:
This role requires strong technical skills, complex AWS account support, and the ability to exercise sound judgment in high-pressure situations. The successful candidate will:
- Develop subject matter expertise regarding all types of abuse outlined in the AWS Acceptable Use Policy.
- Owning escalated AWS customer issues.
- Quickly assessing customer issues to provide accurate support.
- Making high-judgment decisions for escalated situations where there may be no established SOP.
- Collaborating with AWS service teams, account managers, and customers to ensure consistent and high-quality support.
- Developing detailed knowledge about AWS-specific services and using that knowledge to identify training gaps.
- Investigating abuse reports and developing processes and responses to resolve issues.
- Working independently while knowing how to handle or escalate critical customer issues.
- Serving as the Voice of the Customer by reporting and acting on observed areas for improvement and actively seeking solutions to customer needs.
- Providing consultative analysis to understand customer usage and make recommendations based on customer needs.
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