Technical CS Specialist
Technical CS Specialist
Posted on :
07-04-2025
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1 Vacancy
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Job Description
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector. The AWS Global Support team interacts with leading companies and believes that worldclass support is critical to customer success. AWS Support also partners with a global list of customers that are building missioncritical applications on top of AWS services.
Trust and Safety Digital Messaging (T&S) Team focuses on scenarios where AWS hosted resources negatively impact third party on the Internet in addition to eliminating a wide a range of online risk for AWS services such as Simple Email Service (SES)Simple Notification Service (SNS) Pinpoint Workmail etc. T&S team is key in maintaining the reputation of AWSs IP Space and email deliverability. The team vets potential abuse issues and contacts AWS customers in order 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 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. The team works to create trust and maintain customer loyalty by going above and beyond the customers expectations to ensure Amazon Web Services remains the most customer centric company on Earth!
Key job responsibilities
AWS Technical Customer Service Specialists responsibilities include (but are not limited to):
Own AWS customer issues
Work with AWS service teams account managers and customers to ensure a consistent and highquality level of support
Act as a subject matter expert (SME) and take highjudgement decisions where there may be ambiguity or no established SOPs
Identify daytoday 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
Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required followup
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 to leadership and suggesting innovative solutions on 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/nonresponsive 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 distill customer technical needs into clear concise written documentation (e.g. case email etc. and/or present these findings to an internal engineering team
Show ability to work both Tier 1 and Tier 2 queues offering assistance to peers or requesting support through the appropriate channels
Show excellent communication skills critical when sharing correspondence with customers
Show critical thinking and ability to carry out indepth investigations in order to make accurate decision monitor trends spike of customer contacts identify bad actors and abuse behavior
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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value worklife 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 theres nothing we cant achieve in the cloud.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Bachelors degree with 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.
Excellent oral and written communication skills.
Must be willing and able to participate in an oncall rotation for emergent abuserelated situations.
Exceptionally strong customer handling conflict resolution and problemsolving skills; focus on quality in customer experience.
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. Knowledge of both Windows and Linux/Unix OS.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Trust and Safety Digital Messaging (T&S) Team focuses on scenarios where AWS hosted resources negatively impact third party on the Internet in addition to eliminating a wide a range of online risk for AWS services such as Simple Email Service (SES)Simple Notification Service (SNS) Pinpoint Workmail etc. T&S team is key in maintaining the reputation of AWSs IP Space and email deliverability. The team vets potential abuse issues and contacts AWS customers in order 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 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. The team works to create trust and maintain customer loyalty by going above and beyond the customers expectations to ensure Amazon Web Services remains the most customer centric company on Earth!
Key job responsibilities
AWS Technical Customer Service Specialists responsibilities include (but are not limited to):
Own AWS customer issues
Work with AWS service teams account managers and customers to ensure a consistent and highquality level of support
Act as a subject matter expert (SME) and take highjudgement decisions where there may be ambiguity or no established SOPs
Identify daytoday 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
Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required followup
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 to leadership and suggesting innovative solutions on 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/nonresponsive 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 distill customer technical needs into clear concise written documentation (e.g. case email etc. and/or present these findings to an internal engineering team
Show ability to work both Tier 1 and Tier 2 queues offering assistance to peers or requesting support through the appropriate channels
Show excellent communication skills critical when sharing correspondence with customers
Show critical thinking and ability to carry out indepth investigations in order to make accurate decision monitor trends spike of customer contacts identify bad actors and abuse behavior
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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value worklife 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 theres nothing we cant achieve in the cloud.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Bachelors degree with 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.
Excellent oral and written communication skills.
Must be willing and able to participate in an oncall rotation for emergent abuserelated situations.
Exceptionally strong customer handling conflict resolution and problemsolving skills; focus on quality in customer experience.
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. Knowledge of both Windows and Linux/Unix OS.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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