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Technical Specialist, AWS Trust and Safety, Dublin
Client:
Amazon Web Services EMEA SARL (Irish Branch) - G50
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required: Yes
Job Reference:
4a7d58047925
Expiry Date:
11.06.2025
Job Description:
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 maintains the reputation of AWS’s IP Space and email deliverability, vets potential abuse issues, and contacts AWS customers to stop harmful acts. It acts as the first line of defense by analyzing trends and reporting to AWS service teams. The team helps identify impactful customer scenarios, classifies abuse reports, and exercises sound judgment in decision-making. Members display strong technical skills while supporting AWS accounts and collaborating with other AWS teams. The goal is to create trust and maintain customer loyalty, ensuring AWS remains highly customer-centric.
AWS Sales, Marketing, and Global Services (SMGS) drive revenue, adoption, and growth across various customer segments, including public sector. The AWS Support team provides world-class support to mission-critical applications built on AWS services.
Key job responsibilities
1. Own AWS customer issues and ensure high-quality support.
2. Collaborate with AWS service teams, account managers, and customers.
3. Act as a subject matter expert (SME) and make high-judgment decisions.
4. Identify operational issues and suggest tactical solutions.
5. Provide feedback on policies, procedures, and tools for improvement.
6. Work independently and escalate critical issues appropriately.
7. Manage case queues and follow up on tickets.
8. Improve performance metrics such as quality, productivity, and attendance.
9. Represent the Voice of the Customer and report trends and solutions.
10. Handle case types like email deliverability and spam issues.
11. Take action on abusive or non-responsive customers.
12. Facilitate escalations and monitor resolutions.
13. Document technical customer needs clearly and concisely.
14. Delve into technical details and foster discussions.
15. Mentor peers globally.
16. Work across Tier 1 and Tier 2 queues, assisting colleagues as needed.
17. Communicate effectively, think critically, and conduct in-depth investigations.
18. Provide feedback on policies and tools for improvement.
19. Work flexible hours, including early/late shifts, weekends, and holidays.
About the team
We value diverse experiences. Even if you do not meet all preferred qualifications, we encourage you to apply. We welcome candidates with varied career paths and alternative experiences.
Why AWS?
AWS is the most comprehensive and broadly adopted cloud platform. We innovate continuously and serve customers from startups to Fortune 500 companies.
Inclusive Team Culture
We foster a culture of inclusion through employee-led affinity groups, events, and learning experiences that celebrate diversity.
Mentorship & Career Growth
We provide resources for professional development, mentorship, and career advancement.
Work/Life Balance
We promote flexibility to support work-life harmony. Support for candidates with disabilities during the application process is available via our accommodation teams.
BASIC QUALIFICATIONS
* 2+ years experience in Trust and Safety or similar environment dealing with online abuse issues, plus a High School Diploma.
* Good technical knowledge of internet security concepts, vulnerabilities, and support skills regarding computing environments and end-user applications, including abuse/security practices like spam and phishing.
* Knowledge of email servers/services, best practices, and SQL or other relational databases.
PREFERRED QUALIFICATIONS
* Fluency with web technologies, internet, operating systems, email servers.
* Understanding of Cloud Computing and AWS services.
* Strong customer handling, conflict resolution, and problem-solving skills.
* Experience owning and resolving escalated customer issues.
* Excellent communication skills for technical and non-technical audiences.
* Ability to work flexible hours, including shifts, weekends, and holidays.
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