Technical Support Expert

7 days ago


Dublin, Dublin City, Ireland Amazon Full time
About the Team:
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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