Technical Specialist , AWS Trust and Safety

Amazon

Nov 6

Applications are closed

Job
Full-time
Junior Level
Customer Relations
IT & Cybersecurity
Cape Town

Requirements

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
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.)
Knowledge of email servers/services and best practices & SQL and/or another relational database experience
Associate/Bachelor degree in a Computer Science related field or related experience
Fluency with Web Technologies, Internet, operating systems, email servers
Understanding of Cloud Computing and AWS services

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/)
Own escalated AWS customer issues
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
Be able to work independently, while knowing how/when to handle or escalate critical customer issues
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
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
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
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.
Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation

FAQs

What prior experience is required for this role?

A minimum of 2+ years experience in a Trust and Safety or similar environment working with issues related to online abuse, along with a High School Diploma.

What technical knowledge is essential for this position?

Candidates should have good technical knowledge and understanding of Internet security concepts and vulnerabilities, including firewalls and common security issues, as well as technical support abilities related to computing environments and end-user applications.

Is knowledge of SQL or relational databases necessary?

Yes, knowledge of SQL and/or another relational database experience is required for this job role.

What certifications or degrees are preferred for this position?

An Associate/Bachelor degree in a Computer Science-related field or equivalent experience is preferred.

Will this role require flexibility in working hours?

Yes, due to the 24x7 operations of the business, candidates must be able to work a flexible schedule that may include nights, weekends, holidays, and overtime.

How does AWS ensure an inclusive team culture?

AWS fosters a culture of inclusion through employee-led affinity groups, ongoing events, learning experiences, and a commitment to embracing diversity.

What are the primary responsibilities of the Technical Specialist in AWS Trust and Safety?

Responsibilities include becoming a subject matter expert on abuse issues, owning escalated customer issues, providing accurate support, investigating abuse reports, and managing customer communications during critical events.

How does AWS support employee career growth?

AWS offers endless knowledge-sharing, mentorship, and other career-advancing resources to help employees develop into better-rounded professionals.

Is there support for candidates with disabilities during the hiring process?

Yes, AWS provides support for candidates with disabilities and can offer adjustments during the interview or onboarding process as needed.

What is the importance of the AWS Trust and Safety team?

The AWS Trust and Safety team is crucial in protecting against abusive use of AWS services while building trust with customers and stakeholders, ensuring the integrity of AWS's IP space.

Amazon

Retail & Consumer Goods

Industry

10,001+

Employees

1994

Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.