Technical CS Specialist, AWS Trust and Safety
DESCRIPTION
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 Abuse Investigation & Prevention Team is a global team that focuses on scenarios where AWS hosted resources negatively impact third party on the Internet. 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.
Our environment is fast-paced and requires someone who is flexible, biased for action, detail-oriented, holds high personal standards, and is comfortable tracking multiple threads across many teams. This is an inherently cross-functional role that requires close collaboration with multiple teams across the organization to develop scalable and sustainable solutions.
Key job responsibilities
As an AWS Trust and Safety Specialist I, you'll engage with complex customers, providing SME (Subject Matter Expert) advice, escalation support and deep dive analysis. You will use your expertise to identify continuous improvement opportunities, program manage Enterprise offerings, and leverage the Voice of the Customer to drive global strategic solutions. You will tackle the most impactful issues to drive scalable and long-term solutions that protect and mitigate abuse. You will facilitate cross functional stakeholder meetings with AWS Enterprise teams including Technical Account Managers (TAM’s), Sales, and Solution Architects. As one of the most technically proficient members of the team, you will also act in a mentor capacity whenever possible helping to ensure the continued growth and success of the AWS Trust and Safety team.
● You will work with internal and external stakeholders to investigate, identify root-causes of operational issues and process inefficiencies for AWS
● Investigate escalated abuse issues, and deep dive to identify the root cause of the problem. You will occasionally work under high pressure in arising situations to identify a problem, develop a solution, and provide expertise on behalf of T&S for internal and external stakeholders
● Help to influence leadership decisions regarding company policy, emerging trends and detection and response policies across customer segments for abuse issues
● Drive high-impact and highly cross-functional initiatives while simultaneously tracking a set of smaller projects
● Drive project facilitation and goal setting for T&S improvement programs
● Evolve the team and mentor T&S to effectively mitigate large scale abuse events
● Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy (https://aws.amazon.com/aup/)
● Own escalated AWS customer issues and 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
● Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
● Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps
● Investigate the details of abuse reports and develop processes and responses to help resolve the issue
● 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
● Assist with customer communications and support during AWS critical events
About the team
Diverse Experiences
Amazon 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
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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.
Inclusive Team Culture
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Mentorship and Career Growth
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BASIC QUALIFICATIONS
● Bachelor’s degree OR equivalent experience in a technical position
● 2+ years of experience in a Trust and Safety or similar environment working with issues related to online abuse.
● Understanding of Internet security concepts and vulnerabilities.
● Working knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing
● Strong technical support ability and aptitude regarding Abuse/Security practices
PREFERRED QUALIFICATIONS
● Excellent oral and written communication skills
● Must be willing and able to participate in an on-call rotation for emergent abuse-related situations.
● Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience
● Knowledge of both Windows and Linux/Unix OS
● Demonstrated success in resolving complex technical escalations and cause of error post mortem creation
● Experience with Amazon Web Services products and features or Cloud Computing technologies