Technical Specialist , AWS Trust and Safety

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. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

AWS Trust & Safety (T&S) is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWS’s customers, partners, and other stakeholders. T&S engages with a variety of stakeholders to understand cloud infrastructure-related trust and safety issues, develop fit-for-purpose frameworks to assess and minimize risks for AWS’s customers, and develop guidelines and processes for responding to trust and safety issues. 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.

The team is key in maintaining the reputation of AWS’s IP space. The team vets potential abuse issues and contacts 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!

Key job responsibilities

1. Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy (https://aws.amazon.com/aup/)
2. Own escalated AWS customer issues
3. Quickly assess customer issues in order to provide accurate support
4. Act as a high-judgement decision maker for escalated situations where there may be no established SOP
5. Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
6. Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps
7. Investigate the details of abuse reports and develop processes and responses to help resolve the issue
8. Be able to work independently, while knowing how/when to handle or escalate critical customer issues
9. Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
10. Assist with customer communications and support during AWS critical events
11. Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
12. Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
13. Provide consultative analysis to understand how customers are using our services and make recommendations based on the customer needs and provide feedback to business and development teams
14. Drive projects that improve support-related functions and processes
15. 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.
16. Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation

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 in the cloud.

Minimum Requirements

1. 2+ years experience in a Trust and Safety or similar environment working with issues related to online abuse AND a High School Diploma is a minimum requirement
2. Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.) AND technical support ability and aptitude regarding computing environment and end-user applications, Abuse/Security practices (Spam, Phishing etc.)
3. Knowledge of email servers/services and best practices & SQL and/or another relational database experience
4. Associate/Bachelor degree in a Computer Science related field or related experience
5. Fluency with Web Technologies, Internet, operating systems, email servers
6. Understanding of Cloud Computing and AWS services

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.