Job Opening: AWS Technical Customer Service Specialist – Trust & Safety

???? Location: Bengaluru, Karnataka
???? Job Type: Full-time
???? Shift: Rotational Shift

About the Company

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, trusted by startups to Fortune 500 companies. AWS pioneered cloud computing and continues to innovate across various services and solutions. At the heart of our service is the AWS Support team, helping customers solve real-time technical challenges.

The Trust & Safety (T&S) Digital Messaging Team plays a vital role in protecting AWS's reputation and ensuring responsible use of services like SES, SNS, Pinpoint, and Workmail. This team addresses online abuse, spam, and internet risks while working closely with internal AWS service teams and customers.

Key Responsibilities

• Act as the first line of defense by analyzing reports of abuse related to AWS messaging services

• Investigate and resolve customer issues related to spam, email deliverability, and account abuse

• Collaborate with account managers, technical teams, and internal stakeholders to ensure high-quality support

• Own AWS customer issues and take high-judgment decisions, even without a clear SOP

• Identify operational challenges and contribute tactical solutions

• Manage support queues efficiently; escalate when necessary and monitor resolution

• Maintain strong written documentation and communication with internal engineering teams

• Review, recommend, and implement improvements to support policies and procedures

• Handle enforcement actions on abusive or non-responsive customers

• Raise customer-centric ideas to improve the experience and act as the “Voice of the Customer”

Basic Qualifications

• Bachelor’s degree

• 2+ years in Trust & Safety, online abuse, or a similar security-focused environment

• Experience with networking and security concepts: DNS, TCP/IP, SSL, DHCP, Load Balancing

• Knowledge of AWS services or Cloud Computing technologies

• Experience supporting or securing applications on Windows and Linux/Unix platforms

• Excellent oral and written communication skills

• Strong customer service, conflict resolution, and problem-solving abilities

• Willingness to work rotational shifts and participate in an on-call rotation

Preferred Skills

• Demonstrated experience in resolving complex technical escalations

• Strong understanding of security protocols and spam mitigation

• Proven ability to analyze trends, identify abuse patterns, and suggest enforcement action

• Ability to multitask in a fast-paced, high-volume environment

• Experience documenting technical cases and presenting findings to cross-functional teams

Why Join AWS?

???? Inclusive Team Culture
We embrace diversity through employee-led groups, learning events, and global initiatives like AmazeCon and CORE.

???? Mentorship & Career Growth
With unlimited resources, peer mentorship, and development opportunities, you’ll grow into a more well-rounded professional.

⚖️ Work-Life Balance
We believe success at work should never come at the cost of life at home. Flexibility is baked into our culture.

Accessibility Support

If you require an accommodation during the application or hiring process due to a disability, please visit:

Apply Now and join a team dedicated to securing the cloud and delivering exceptional customer experiences!

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