Technical Customer Advisor, AWS Trust and Safety

Amazon Web Services (AWS) is the world market leader for cloud infrastructure, services and technologies. Our Trust and Safety (T&S) Team focuses on scenarios where AWS hosted resources negatively impact internet users in addition to eliminating a wide a range of online risk for AWS services. T&S is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWS’s customers, partners, and other stakeholders. T&S engages with a variety of stakeholders to understand cloud infrastructure related trust and safety issues, develop fit-for-purpose frameworks to assess and minimize risks for AWS’s customers, and develop guidelines and processes for responding to trust and safety issues. Our team members display a solid understanding of AWS’s cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters. The T&S team is key in maintaining the reputation of AWS’s IP Space and email deliverability. 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. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations to ensure Amazon Web Services remains the most customer centric company on Earth!

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Amazon Web Services (AWS) is growing rapidly, and we are looking for a Technical Customer Advisor to join our Trust & Safety, Customer Advisory Team. Our environment is fast-paced and requires someone who is flexible, biased for action, detail-oriented, holds high personal standards, and is comfortable tracking multiple threads across many teams. This is an inherently cross-functional role that requires close collaboration with multiple teams across the organization to develop scalable and sustainable solutions.

As a Trust & Safety, Technical Customer Advisor, you'll engage with strategic level customers, providing Trust & Safety SME (Subject Matter Expert) to identify, inform & advise customers, and leverage the voice of the Customer to drive global strategic solutions. You will tackle the most impactful issues to drive scalable and long-term solutions that protect and mitigate abuse. You will facilitate cross functional stakeholder meetings with Policy, Legal and AWS Account teams consisting of Technical Account managers (TAM’s), Sales, and Solution Architects. You are passionate about using your analytical skills to identify problems, find solutions, and improve relationships.


Key job responsibilities
• Relationship building: Build trust and rapport with assigned customers, identifying areas of opportunity, highlighting best practices, and documenting insights to enable Trust & Safety strategies.
• Engagement & Solutions: Foster positive interactions with both customers and cross-functional teams. Ask probing questions and go in-depth on technical specifics to facilitate constructive dialogues. Contribute to customer system architecture and identify gaps/interoperability challenges. Identify when to use existing solutions and recommend custom solutions.
• Analyze Data and Report Insights: Generate weekly and monthly reports spotlighting customer abuse patterns. Highlight key findings and trends to keep leadership informed.
• Escalate Issues: Flag any concerning situations or abnormalities to managers in a timely manner. Provide relevant details and context to enable appropriate response and resolution.
• Customer experience: Act as the Voice of the Customer. Seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Communication: Distill customer technical needs into clear, concise documentation, and effectively communicate with internal engineering teams. Utilize critical thinking to carry out in-depth investigations.
• Technical knowledge: Broad knowledge of security, networking, system engineering, data analytics, or AI/ML to collaborate in sourcing sustainable solutions to address Trust & Safety related matters.


About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.