Overview
Technical Specialist , AWS Trust and Safety Jobs in Cape Town, South Africa at Amazon
Amazon Web Services (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 identifyimpactfulcustomer 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 maintaincustomer loyaltyby going above and beyond the customer’s expectations to ensure Amazon Web Services remains the mostcustomer-centriccompany on Earth!
Key job responsibilities
Own AWS customer issues
Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
Act as a subject matter expert (SME) and take high-judgment decisions where there may be ambiguity or no established SOPs
Identify day-to-day operational issues and suggest tactical solutions to assist AWS customers and departments
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
Be able to work independently, while knowing how/when to handle or escalate critical customer issues
Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
Raise the bar on performance metrics such as quality, productivity, utilization, and attendance
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 toleadership, and suggestinginnovative solutionson behalf of the customer experience
Work all reported case types such as Email deliverability and Spam Email and handle related enforcement issues, actions, and appeals
Take action on abusive/non-responsive customers (applying throttles when applicable)
Facilitates escalations to other T&S stakeholders and escalates cases judiciously to managers, service, security teams or any other part involved, while continuing to monitor those escalations to resolution
Can distil customer technical needs into clear, concise written documentation (e.g., case, email, etc.) and/or present these findings to an internal engineering team
Able to dive into technical details and drive constructive discussions
Provide mentorship to global peers
Show ability to work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through the appropriate channels
Show excellentcommunication skills,critical thinkin…
Title: Technical Specialist , AWS Trust and Safety
Company: Amazon
Location: Cape Town, South Africa
Category: Customer Service/HelpDesk, IT/Tech
