Technical Specialist, AWS Trust and Safety
Amazon Web Services (AWS) is the world's leading cloud infrastructure, services, and technologies company. Our Trust and Safety (T&S) Digital Messaging Team focuses on scenarios where AWS-hosted resources negatively impact third parties on the Internet. The team maintains the reputation of AWS's IP Space and email deliverability by vetting potential abuse issues and contacting customers to stop harmful acts.
About the Role
* Own customer issues related to online abuse
* Work with AWS service teams, account managers, and customers to provide high-quality support
* Take high-judgment decisions as a subject matter expert
* Identify operational issues and suggest solutions to assist customers and departments
* Provide feedback on policies, procedures, and tools
* Manage queues effectively and escalate critical cases to relevant departments
* Raise performance metrics such as quality, productivity, and attendance
* Act as the Voice of the Customer and report areas for improvement
Responsibilities
1. Investigate and resolve customer technical issues related to online abuse
2. Classify incoming reports of abuse and exercise sound judgment in decision-making
3. Provision complex AWS account support to customers and other AWS teams
4. Facilitate escalations to other T&S stakeholders and manage those escalations to resolution
5. Dive into technical details and drive constructive discussions
6. Mentor global peers and show ability to work both Tier 1 and Tier 2 queues
7. Show excellent communication skills, critical thinking, and ability to carry out in-depth investigations
Requirements
* 2+ years experience in Trust and Safety or similar environment working with online abuse issues
* High School Diploma required
* Good technical knowledge of Internet security concepts and vulnerabilities
* Technical support ability and aptitude regarding computing environment and end-user applications
* Abuse/Security practices and SQL experience
Preferred Qualifications
* Fluency with Web Technologies, Internet, operating systems, and email servers
* Understanding of Cloud Computing and AWS services
* Strong customer handling, conflict resolution, and problem-solving skills
* Experience taking ownership and driving resolution on escalated customer issues
* Able to work a flexible schedule including early shifts, weekends, and public holidays