The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. AWS Customer Service focuses on assisting customers with account and billing related inquiries, and interfaces with internal Amazon organizations to provide the perspective of the Voice of the Customer.
As a Technical Customer Service Representative III, you’ll engage with global AWS customers and internal AWS partner teams to resolve complex AWS account issues related to account creation, access, activation, recovery, and closure. You’ll provide subject matter expertise, escalation support, and in-depth issue analysis to AWS Support leaders and partner team stakeholders. You’ll manage projects that require engagement from multiple AWS teams and span the AWS account lifecycle, including account creation, access, recovery, and closure. You’ll investigate security-related opportunities within AWS Support processes and tooling and lead initiatives to mitigate risks for AWS and customers. You’ll work closely with AWS service and product teams, leveraging the voice of the customer to raise key customer opportunities and drive long-term solutions that enhance customer experience while meeting the AWS security bar.
Key job responsibilities
1. Security Leadership and Strategy
• Spearhead resolution of complex account access, ownership, and recovery escalations
• Develop and implement comprehensive risk mitigation strategies for AWS Support
• Champion security initiatives across Support operations (people, processes, and tooling)
• Drive "Security is Priority 0" mindset throughout AWS Customer Support (CS)
2. Cross-functional Collaboration
• Build strategic partnerships with AWS service team product owners and cross-functional teams
• Partner with Frontline Support (FLS) organizations to achieve security objectives
• Lead security-focused engagements between AWS Support, AWS Security, and partner teams
3. Process and Tool Enhancement
• Drive security-first solutions through AWS CS tooling, processes, and content systems to ensure optimal
customer outcomes
• Implement robust security frameworks for new tooling, processes, and automation Support launches
4. Reporting and Documentation
• Deliver comprehensive business reviews and strategic planning documentation
• Track and report program metrics, risks, and improvements to key stakeholders
5. Education and Training
• Lead development of educational content on AWS account access, identification, and recovery
• Provide training on account access and recovery solutions and best practices to leaders and partner teams
• Support knowledge resource initiatives in partnership with subject matter experts
6. Customer Experience
• Maintain exceptional customer experience while resolving complex issues
• Develop and implement customer-centric security solutions
About the team
Inclusive Team Culture
At AWS, it’s in our nature to learn and be curious. We embrace our differences and are committed to furthering our culture of inclusion. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences.
We value people with diverse experiences. This role may be a starting place for you to learn about security at AWS. We encourage you to apply even if you do not meet all of the qualifications listed in the job description.
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, training, and support in this role along with other resources to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
