Technical Cs Specialist Job in Amazon Jobs

Position: AWS Trust & Safety Specialist I

Overview:

The AWS Sales, Marketing, and Global Services (SMGS) team drives revenue, adoption, and growth from the largest and fastest-growing small and mid-market accounts to enterprise-level customers, including public sector clients. As part of AWS Global Support, the Trust & Safety (T&S) Abuse Investigation & Prevention Team plays a crucial role in maintaining the integrity and reputation of AWS's IP space. The team focuses on identifying and mitigating online abuse hosted on AWS infrastructure and acts as the first line of defense by vetting potential abuse issues and collaborating with AWS customers to halt harmful activities.

As an AWS Trust & Safety Specialist I, you will engage in high-impact investigations, collaborating with multiple teams across AWS to develop scalable solutions for preventing abuse and protecting the AWS ecosystem. You will play a key role in analyzing trends, troubleshooting complex issues, and ensuring the highest level of support for customers and internal stakeholders.

Key Responsibilities:

• Customer Engagement & Expert Support: Provide subject matter expertise (SME) and escalation support for complex customer inquiries related to abuse investigations. Assist in identifying and addressing root causes of abuse cases to ensure efficient resolution.
• Root Cause Analysis & Process Improvement: Lead investigations into escalated abuse cases, identifying operational inefficiencies and recommending process improvements. Collaborate with internal teams to develop solutions that prevent abuse and improve response times.
• Cross-Functional Collaboration: Work closely with AWS Enterprise teams, including Technical Account Managers (TAMs), Sales, and Solutions Architects, to address abuse-related issues, develop strategies, and drive continuous improvement.
• Mentorship & Knowledge Sharing: Mentor new team members, share best practices, and help evolve the T&S team s capabilities to better mitigate large-scale abuse events.
• High-Impact Projects: Lead cross-functional initiatives to drive long-term solutions and mitigate abuse risks, while simultaneously managing smaller projects to support global efforts.
• Customer Advocacy: Act as the Voice of the Customer by identifying trends, communicating findings to leadership, and implementing innovative solutions based on customer feedback.
• Critical Event Support: Assist in customer communications during critical AWS events, providing timely updates and ensuring effective mitigation of abuse-related issues.

Qualifications & Experience:

Basic Qualifications:

• Bachelor s degree or equivalent experience in a technical position.
• 2+ years of experience in a Trust & Safety or similar environment, handling online abuse and security issues.
• Strong understanding of internet security concepts and common vulnerabilities.
• Working knowledge of networking technologies such as DNS, TCP/IP, SSL, DHCP, and Load Balancing.
• Proven technical support experience in abuse/security practices.

Preferred Qualifications:

• Excellent written and verbal communication skills, with the ability to communicate complex technical information clearly.
• Willingness to participate in an on-call rotation for emergent abuse-related situations.
• Strong customer handling, conflict resolution, and problem-solving skills, with a focus on delivering exceptional customer experience.
• Familiarity with both Windows and Linux/Unix operating systems.
• Experience resolving complex technical escalations, including post-mortem error analysis.
• Knowledge of Amazon Web Services products and cloud computing technologies.

About the Team:

At AWS, we value diverse experiences and encourage applicants from varied backgrounds to apply. Whether your career is just beginning or has followed an unconventional path, we welcome your unique perspective. We believe that diversity strengthens our team and fosters innovation.

Why AWS?

Amazon Web Services (AWS) is the most comprehensive and widely adopted cloud platform. We pioneered cloud computing and continue to innovate, offering a robust suite of products and services that empower organizations of all sizes.

• Inclusive Team Culture: We promote curiosity and connection, with employee-led affinity groups that foster an inclusive environment where everyone is proud of their differences.
• Mentorship & Career Growth: We are committed to providing continuous learning, knowledge-sharing, and career-advancing resources to help you grow as a well-rounded professional.
• Work/Life Balance: We strive for work-life harmony and flexibility, ensuring that our employees can thrive both professionally and personally.