Technical Specialist, AWS Trust and Safety

DESCRIPTION

AWS is the world market leader for cloud infrastructure, services, and technologies. Our Trust and Safety (T&S) Digital Messaging Team focuses on scenarios where AWS hosted resources negatively impact third parties on the Internet, in addition to 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 put a stop to these 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 for several reasons, including incorrect use of security protocols and/or tools. 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.

Key job responsibilities

1. Own AWS customer issues.
2. Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support.
3. Act as a subject matter expert (SME) and take high-judgment decisions where there may be ambiguity or no established SOPs.
4. Identify day-to-day operational issues and suggest tactical solutions to assist AWS customers and departments.
5. Provide feedback on policies, procedures, and tools that need improvement, developing detailed knowledge about AWS specific services and then using that knowledge to identify policies or training gaps.
6. Be able to work independently while knowing how/when to handle or escalate critical customer issues.
7. Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up.
8. Raise the bar on performance metrics such as quality, productivity, utilization, and attendance.
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. Work all reported case types such as Email deliverability and Spam Email and handle related enforcement issues, actions, and appeals.
11. Take action on abusive/non-responsive customers (applying throttles when applicable).
12. Facilitate escalations to other T&S stakeholders and escalate cases judiciously to managers, service, security teams, or any other part involved, while continuing to monitor those escalations to resolution.
13. Can distill customer technical needs into clear, concise written documentation (e.g., case, email, etc.) and/or present these findings to an internal engineering team.
14. Able to dive into technical details and drive constructive discussions.
15. Provide mentorship to global peers.
16. Show ability to work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through the appropriate channels.
17. Show excellent communication skills, critical thinking, and ability to carry out in-depth investigations to make accurate decisions, monitor trends, spike of customer contacts, identify bad actors, and abuse behavior.
18. Provide leadership and relevant teams with feedback on policies, procedures, and tools that need improvement or creation.
19. Due to being a global team with 24x7 operations, must be able to work a flexible work schedule that includes early or evening shifts, weekends, and public holidays.

BASIC QUALIFICATIONS

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.

PREFERRED QUALIFICATIONS

1. Fluency with Web Technologies, Internet, operating systems, email servers.
2. Understanding of Cloud Computing and AWS services.
3. Exceptionally strong customer handling, conflict resolution, and problem-solving skills.
4. Experience taking ownership and driving resolution on escalated customer issues.
5. Excellent written and verbal communication skills with the ability to summarize technical customer issues or present findings in a team environment.
6. Able to work a flexible work schedule that includes working on early or late shifts, weekends, and public holidays.

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.