Amazon Web Services (AWS) is the world market leader for cloud infrastructure, services and technologies.
About the Role
The Trust and Safety (T&S) Digital Messaging Team focuses on scenarios where AWS hosted resources negatively impact third parties on the Internet, 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 due to incorrect use of security protocols and/or tools. The team identifies impactful customer scenarios and classifies incoming reports of abuse while exercising sound judgment in their decisions.
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 Responsibilities
1. Own AWS customer issues and work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support.
2. Act as a subject matter expert (SME) and take high-judgment decisions where there may be ambiguity or no established SOPs.
3. Identify day-to-day operational issues and suggest tactical solutions to assist AWS customers and departments.
4. 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.
5. Be able to work independently, knowing how/when to handle or escalate critical customer issues.
6. Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up.
7. Raise the bar on performance metrics such as quality, productivity, utilization, and attendance.
8. Act as the Voice of the Customer by reporting and acting on observed areas for improvement, actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
9. Work all reported case types, including email deliverability and spam email, handling related enforcement issues, actions, and appeals.
10. Take action on abusive/non-responsive customers (applying throttles when applicable).
11. Facilitate escalations to other T&S stakeholders and escalate cases judiciously to managers, service, security teams, or any other involved party, while continuing to monitor those escalations to resolution.
12. Distill customer technical needs into clear, concise written documentation and/or present these findings to an internal engineering team.
13. Dive into technical details and drive constructive discussions.
14. Provide mentorship to global peers.
15. Show ability to work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through appropriate channels.
16. Display excellent communication skills, critical thinking, and the ability to carry out in-depth investigations to make accurate decisions, monitor trends, spike customer contacts, identify bad actors, and abuse behavior.
17. Provide 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, must be able to work a flexible work schedule including early or evening shifts, weekends, public holidays.
About the Team
We value 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 Join 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
We foster a culture of inclusion that empowers 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.
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.