Trust & Safety Specialist I
Job Description
Amazon Web Services (AWS) Customer Service (CS) provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3. The AWS teams help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs.
As part of our team you will collaborate on AWS Abuse Investigation & Prevention initiatives. As an Abuse Investigation & Prevention specialist, you will be faced with scenarios where AWS hosted resources negatively impact third parties on the Internet.
You will be key in maintaining the reputation of AWS’s IP space by vetting potential abuse issues and contacting AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. 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.
Key job responsibilities
• Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy (https://aws.amazon.com/aup/).
• Quickly assess customer issues in order to provide accurate support
• Act as a high-judgement decision maker for escalated situations where there may be no established SOP.
• Investigate the details of abuse reports and develop processes and responses to help resolve the issue.
• Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
• Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Drive projects that improve support-related functions and processes
• Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
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.
Basic Qualifications
2+ yrs. technical experience working with computer systems and technology components
Proficiency in MS Office
High school diploma
Proficiency in English, written and spoken
Preferred Qualifications
Associate or Bachelor degree in a computer-science related field
Network+ Certification or equivalent demonstrable knowledge
Experience with navigating and using linux shell
Experience with Amazon Web Services products and features
Understanding of DNS, TCP/IP, SSH, DHCP and Load Balancing Knowledge of both Windows or Linux/Unix Operating Systems
Demonstrated success in resolving complex technical escalations and correction of error post-mortem creation
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.